Customer Support

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Joy_

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2023

👥 B2C

🛍️ eCommerce

🛒 Retail

B2C • eCommerce • Retail

Joy_ is a company that provides a digital gifting service, allowing users to create and send personalized gifts that can be redeemed across all European online shops. The platform offers flexibility and personalization by enabling users to design digital gift boxes with photos, videos, and messages, ensuring recipients can choose what they truly want. Joy_ eliminates last-minute gift stress by offering a money-back guarantee and a sustainable approach, reducing carbon footprint through fewer returns.

📋 Description

• Own day-to-day customer communication via email (and other channels as we add them) • Support Redemptions as a core part of the role: help execute redemptions end-to-end in collaboration with our AI Assistant, and ensure the customer gets the right outcome • Investigate and resolve issues across our systems (Backoffice, Shop/Orders, tracking & delivery, refunds) • Coordinate special cases with external partners (shops, carriers, vendors) when needed • Keep tickets clean: correct categorization, tags, and clear internal notes so the next person can pick up instantly • Escalate technical or high-risk cases early and clearly (and help define what “high risk” means) • Identify recurring issues, suggest improvements, and help ship better workflows, macros, and Help Center articles

🎯 Requirements

• Excellent written communication in English (German is a plus, but not mandatory) • Strong customer mindset: you genuinely enjoy helping people • Structured thinking: you can handle ambiguity, prioritize well, and stay calm under pressure • Ownership: you don’t just answer questions, you see them through to a real outcome • Comfort with tools and processes (you like making things clearer, not messier) • Experience in Customer Support / Customer Service (fast-paced environment is a plus) • Experience with Zendesk (or similar helpdesk tools) • Familiarity with e-commerce operations: orders, shipping, tracking, refunds, returns • Comfort collaborating async in a distributed team

🏖️ Benefits

• Flexible working hours (especially suitable if you’re studying) • Remote-first setup • Weekend availability is a plus (depending on scheduling and support coverage) • A friendly team with short communication paths • Room to shape processes and tools • Insight into how a modern ops + product + automation stack is built • Growth opportunities