Bilingual Service Success Advocate (German)

About This Role

The Bilingual Service Success Advocate (German/English) supports members of an online mental health therapy platform, primarily through email and chat, handling high-volume inquiries related to subscriptions, billing, and account access. This role requires empathy and a solutions-oriented approach to assist individuals seeking mental health services.

Responsibilities

• Respond to inquiries from active and prospective members via email and chat, handling 200-300 tickets/day
• Assist with subscription questions, billing issues, refunds, and financial aid requests
• Support account access needs including password resets and account setup
• Educate users on platform features, services, and best practices
• Deliver a calm, empathetic, and solutions-oriented experience in every interaction

Requirements

• 1-5 years of customer service experience, specifically responding to inquiries via email or chat
• Fluent in German and English
• Typing speed of 55+ words per minute
• Strong written and verbal communication skills
• Proven ability to meet performance metrics and productivity goals
• Tech-savvy with the ability to learn and navigate multiple systems
• Highly empathetic with a passion for helping others
• Coachable, results-oriented, and adaptable to change

Qualifications

• 1-5 years of customer service experience, specifically responding to inquiries via email or chat

Nice to Have

• Experience in healthcare or health insurance

Benefits