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About the Role

You will be part of our 2nd Level Customer Care Team, handling complex billing inquiries and finding pragmatic solutions for special cases. Quality, empathy, and clear communication are key. We offer structured onboarding, continuous training, and individual development paths to help you reach your full potential. If you enjoy taking responsibility and making customers happy, this role is for you.

Responsibilities

• Assist customers in complex situations by supporting them with refunds, payments, and debt collection.
• Deeply understand customer challenges and approach special cases with a solution-oriented mindset.
• Understand customer needs precisely to provide high-quality service.
• Maintain a positive atmosphere within the Customer Care Team with enthusiasm and strong team spirit.

Requirements

• A natural problem-solver who enjoys advising customers and maintains composure.
• Comfortable with written communication via email, handling external service providers, and managing escalation cases.
• Highly communicative with excellent manners.
• Able to provide an outstanding customer experience and go the extra mile.
• Ideally, familiar with customer support software.
• Empathetic with a positive attitude and a desire to help customers.

Skills

• German C1 (written and spoken)
• English B1
• Additional languages are a plus

Location

• Berlin
• Remote
• Hybrid

Work Type

• Hybrid

Experience Level

• Entry level
• Depending on professional experience

Salary/Compensations

• €2,750.00 - €3,000.00 gross per month

Benefits

• Monthly MILES Credits or Deutschlandticket
• Subsidized Urban Sports Club membership
• Personal development through knowledge sharing and training opportunities
• Latest technology and ergonomic workstation
• Attractive pension plan
• Access to Corporate Benefits (discounts)
• Fresh coffee, drinks, fruit, snacks, and lunch during All-Hands meetings

About the Company

• We are the leading car-sharing provider in Germany, also offering car subscriptions.
• A portion of our revenue is invested in regional and social projects.
• We believe in a world where mobility is shared, sustainable, and accessible to all.
• Our offering creates an alternative to private car ownership, reducing the number of vehicles on the road and positively contributing to urban life.
• Join our diverse team, uniting people from over 80 countries with diverse experiences and ideas.
• Our MILES Values to Win form the basis of our daily work and connect us as a team.
• Values include: Passion, Ownership, Ingenuity, Curiosity, Support, and Empathy.