German Bilingual Customer Support Specialist - Project Based (ZA)

Role Details Type of Support: Email and Chat Support Contract Duration: Temporary, 6 months contract Work Schedule: Open to shifting schedules (subject to business requirements) Work Type and Location: Remote, South Africa Expected Start Date: June 18, 2026 About Us Crescendo represents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations, delivering results that scale and support that never sleep. More than that, Crescendo is about people. We don’t just connect talent with opportunity—we create a place where careers grow, ideas thrive, and people are empowered to make an impact. Join us at Crescendo, and let’s build the future of customer experience together. Welcome to Crescendo. Welcome to what’s next. The Role We are looking for a motivated German–English Bilingual Customer Support Specialist to support a global children’s entertainment company that delivers immersive, screen-free audio experiences through storytelling, music, learning content, and interactive play designed for children ages 1–9+. In this role, you will deliver high-quality customer support while assisting families with product usage, orders, account inquiries, and basic technical troubleshooting. You will engage customers across email and chat in both German and English, ensuring a smooth, supportive, and positive experience from onboarding to everyday use. This position requires strong communication skills, customer empathy, and the ability to thrive in a fast-paced, family-focused environment where delivering exceptional service and enhancing children’s learning and play experiences are at the heart of every interaction. What You’ll Do: Provide outstanding customer experience across email and live chat in both English and German Handle customer inquiries ranging from product information, order support, account questions, and basic technical troubleshooting Meet customer service KPIs defined by the Customer Happiness Manager (response time, resolution time, CSAT, etc.) Consistently achieve individual and team performance goals Demonstrate strong understanding of policies, processes, and product guidelines Work cross-functionally to resolve complex customer issues efficiently Collect and share customer insights to improve product experience and service quality Identify recurring issues and escalate trends for timely resolution Proactively collaborate with internal teams to improve workflows and customer experience Confidently navigate multiple tools and platforms (CRM, ticketing systems, knowledge bases) Support additional tasks as assigned by the Customer Happiness Manager What We Expect From You: 1+ years of experience in a customer service or support role Experience in consumer goods, toys, electronics, or subscription-based products is a plus Fluent German and English communication skills (written and verbal) Experience with Zendesk or similar customer support tools is an advantage Strong organizational skills and ability to work across global/time-zone distributed teams Friendly, calm, and customer-focused personality Strong problem-solving and critical thinking abilities Proactive, collaborative, and solution-oriented mindset Active listener with strong attention to detail Quick learner with the ability to adapt to new systems and processes What You’ll Get In Return: Hybrid working arrangements Competitive base salary Generous paid time off Comprehensive benefits package including medical, dental, and vision options Access to free posture-based fitness workouts from home Training and professional development opportunities Be part of a people-first, values-driven organization Work with innovative global partners and diverse teams Company Culture Is At Our Core Core values give our work intention and our culture its edge. They’re the standards we hold for ourselves, our partners, and each other. Care for others: Empathy is a key driver. When people thrive, so does the mission. Embrace growth: Curiosity fuels progress. Take bold risks, sharpen your edge, go forward. Manifest trust: Trust is our currency. Earn it daily, protect it fiercely, and let it fuel what’s next. Take ownership: Bold choices with integrity at the core—that’s how impact lasts. Be humble: Humility opens the door to better ideas. Hear others, lift others, keep learning. Crescendo is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected] . PRIVACY NOTICE Crescendo is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes. To understand more about Crescendo’s privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center here .