German & English Customer Support Representative
The Customer Support Specialist (German & English) plays a key role in delivering an outstanding customer experience for both our German-speaking and international clients. You will be the first point of contact for customers, providing support throughout their journey—from responding to enquiries and guiding customers through the ordering process to resolving issues and ensuring every interaction reflects Translayte's commitment to quality, professionalism and exceptional service. We're looking for a native or C2-level German speaker with strong English communication skills who thrives in a fast-paced, remote environment. The ideal candidate is customer-focused, detail-oriented and enjoys solving problems while building positive relationships with customers during German business hours.
Translayte is a Global-based language services company providing professional translation, localisation and document solutions to individuals, businesses and enterprise clients worldwide. We support customers across more than 150 countries, helping them navigate important personal, legal, academic and business documentation with speed, accuracy and exceptional service.
Founded in 2018, Translayte operates as a fully remote, globally distributed team committed to making language services simple, accessible and reliable. As we continue to grow, we're looking for passionate, customer-focused professionals who thrive in a fast-paced environment and are excited to help deliver an outstanding experience to every customer.
What you'll do
Key Responsibilities
As a German & English Customer Support Specialist, you will:
Deliver professional, timely support to customers via email, live chat and phone in both German and English.
Assist customers with enquiries, quotations, order placement and service-related questions.
Guide customers through the ordering process, ensuring all required information and documentation is complete.
Review incoming orders for accuracy before they are processed.
Work closely with Project Managers and internal teams to provide accurate order updates and resolutions.
Resolve customer issues efficiently, escalating complex cases where necessary.
Maintain accurate records of customer interactions within our CRM and support systems.
Proactively monitor active orders and keep customers informed of progress, delays or additional requirements.
Deliver a consistently high standard of customer experience with professionalism, empathy and attention to detail.
Identify opportunities to improve customer satisfaction, support processes and internal workflows.
Build lasting customer relationships through exceptional service and effective communication.
What you'll bring
What We're Looking For
Native or C2-level proficiency in German (written and spoken).
Professional fluency in English (written and spoken).
Previous experience in Customer Support, Customer Service, Client Success or a similar customer-facing role.
Excellent written and verbal communication skills with strong attention to detail.
Strong problem-solving, interpersonal and conflict-resolution abilities.
Ability to manage multiple priorities while maintaining quality and accuracy.
Well-organised with excellent time management skills.
Comfortable working independently in a fully remote, fast-paced environment.
Customer-focused mindset with empathy and a passion for delivering outstanding service.
Confident using CRMs, helpdesk platforms and other online business tools.
Preferred
Experience supporting customers in a multilingual or international environment.
Previous experience within translation, localisation, professional services or SaaS is advantageous.
Familiarity with Zendesk, Intercom, HubSpot or similar customer support platforms.
Experience working with SLAs, KPIs and customer satisfaction metrics (CSAT/NPS).
Ability to adapt quickly to new systems, processes and evolving customer needs.