ModSquad has partnered with one of the world’s leading music streaming platforms and is looking for experienced Customer Support Advisors to join our fully remote team.
You’ll provide written support through inbound messaging in German and English, assisting with account, billing, payment, subscription, technical, and platform-related issues.
This is a fast-paced, high-volume environment where you’ll handle 5-6 customer conversations at once, navigate multiple systems, research knowledge base resources, and follow detailed workflows. Strong multi-chat experience is essential.
Please note: Qualified applicants will complete language assessments in both German and English.
What You’ll Do
Handle 5-6 customer conversations simultaneously while maintaining accuracy and quality
Resolve account, billing, payment, subscription, technical, and product-related issues
Research and follow workflows and knowledge base resources
Navigate multiple systems while staying organized and detail-oriented
Review previous and automated support interactions to determine next steps
Communicate professionally and empathetically, including in challenging situations
Follow security and verification procedures
Use sound judgment and escalate when needed
Document resolutions accurately
Identify recurring issues and provide feedback to improve support
What We’re Looking For
Required:
Previous high-volume written customer support experience
Proven experience managing multiple simultaneous chats; 5+ chats at once strongly preferred
Fluent written German and English
Strong problem-solving and attention to detail
Comfortable learning and following detailed workflows
Able to stay organized and productive in a fast-paced environment
Experience with knowledge bases, case management systems, or similar tools
Valued but not required:
Tier 2, specialist, or escalation-support experience
Payments, billing, refunds, or account security experience
Digital, technology, or subscription-based experience
Experience with AI-assisted support tools
Experience identifying trends or improving support processes
Orientation & Production Schedule
8-week orientation | 40 hours/week
Phase 1: 4 weeks
4:00 AM - 1:00 PM Pacific Time
Phase 2: 4 weeks
Self-scheduled during available production hours
Production:
Available 24/7
Minimum 25 hours/week
Minimum 12 weekend hours (Saturday and/or Sunday)
Workspace Requirements
Windows 11 or macOS Sequoia/Tahoe
Minimum 8 GB RAM; 16 GB recommended
Broadband internet, minimum 40 Mbps
Webcam or smartphone capable of taking clear photos
ModSquad security software and mobile 2FA app
Dual monitors strongly recommended
If you have strong multi-chat experience and thrive in a fast-paced support environment, we’d love to hear from you.
Please note: A Chromebook is not sufficient for ModSquad projects.
About ModSquad:
ModSquad has been reinventing the Customer Experience Services industry since 2007. Top brands around the globe turn to us for customer support, content moderation, trust and safety, community management, and social media services. We work with startups and Fortune 500 companies and everything in between. Our client list includes Spotify, VSCO, Vimeo, Tourism Ireland, and a ton of other companies we aren’t at liberty to talk about. We support over 50 languages in more than 90 countries. We’re primarily a remote company so you’ve already seen our/your office. If you want to work with great people on cool projects for amazing brands, you’ve come to the right place.
ModSquad is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), gender, national origin, ancestry, age, physical or mental disability, military status, status as a veteran or disabled veteran, sexual orientation, gender identity or expression, marital or family status, genetic information, medical condition, or any other basis protected by applicable federal, state, or local law, ordinance, or regulation.
Individual base pay or rate depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job or contract duties/requirements, and relevant experience and skills. Although we have opportunities across the globe, this advertisement, unless otherwise specified, excludes individuals residing in California, Colorado, New York, and Washington at this time.
Skills Required
- Previous high-volume written customer support experience
- Experience managing multiple simultaneous chats
- Ability to manage 5 or more chats simultaneously
- Fluent written German
- Fluent written English
- Strong problem-solving skills
- Strong attention to detail
- Ability to learn and follow detailed workflows
- Ability to stay organized and productive in a fast-paced environment
- Experience with knowledge bases, case management systems, or similar tools
- Tier 2, specialist, or escalation-support experience
- Payments, billing, refunds, or account security experience
- Digital, technology, or subscription-based experience
- Experience with AI-assisted support tools
- Experience identifying trends or improving support processes
- Availability for an 8-week, 40-hour-per-week orientation
- Availability for at least 25 production hours per week
- Availability for at least 12 weekend hours per week
- Windows 11 or macOS Sequoia/Tahoe computer
- At least 8 GB RAM
- Broadband internet with minimum 40 Mbps speed
- Webcam or smartphone capable of taking clear photos
- Ability to use ModSquad security software and mobile 2FA
What We Do
ModSquad’s ModSourcing is outsourcing MODernized. Our movement is to lighten the load of digital engagement for global brands with smart processes, innovative tools and a customized, fun and flexible workforce.
