Customer Support Specialist

Who we are

As a Customer Support Specialist at Stoov, you are responsible for handling the more complex customer questions and cases escalated by our external Customer Support partner or coming in through marketplaces. You act as second line, safeguarding quality, consistency and professional handling across every customer interaction.

Germany is one of our largest markets, so strong communication skills in German, both spoken and written, are essential in this role.

What you will be doing

Ticket handling en case management

• Handling complex customer questions from B2C, B2B and marketplaces such as Bol and Amazon that have been escalated to Stoov headquarters

• Temporarily managing specific ticket streams, such as new product introductions or new topics picked up internally

• Resolving R&D-related cases in collaboration with internal teams, with accurate documentation in line with compliance and quality guidelines

• Acting as a knowledgeable sparring partner for our external Customer Support partner in complex situations

Warranty en exception handling

• Handling and resolving chargebacks and warranty claims via platforms including PayPal, Klarna, Shopify and Amazon

• Assessing exception requests and determining appropriate solutions within policy frameworks

Review management and customer experience

• Responding to reviews on platforms as Google & Trustpilot

• Proactively reaching out to customers to turn negative experiences into positive outcomes

• Maintaining tone of voice and quality standards in all external communication

Quality and continuous improvement

• Reviewing, improving and monitoring macros and standard responses

• Identifying recurring or structural issues and proactively sharing these with relevant stakeholders

• Contributing to knowledge building, process improvements and efficient handover of ticket streams to our external partner

Who are you

• Someone who genuinely cares about making customers happy

• Experienced in Customer Support, Customer Care or a similar role

• Comfortable handling complex customer cases and escalations

• An excellent communicator in German, English and Dutch

• A strong problem-solver with sound judgment

• Detail-oriented, with a feel for risk, compliance and reputation

• Experience with e-commerce, marketplaces or ticketing systems is a plus

• Structured and self-sufficient, someone who stays calm under pressure

What we offer

• A role with visible impact on customer satisfaction and operational quality

• Real ownership and room to improve processes

• Flexibility to work full-time or part-time, with a mix of office and remote working

• NS Businesscard

• Close collaboration with teams across the organisation

• A professional environment where quality and accountability come first

• Salary: 2.200 to 2.800 euros per month

• Room to grow within the organisation

• Good secondary benefits

• A beautiful Stoov on your first day

And of course: warmth. Literally and figuratively.

What it is like to work at Stoov?

Stoov is entrepreneurial, ambitious and direct. We say things as they are. Good ideas win, regardless of role or title. You work with a small, highly committed team from our Utrecht office, with short lines of communication and plenty of room to take initiative. We are building a premium international brand, and we expect you to play an active part in that.

A Place where you belong

At Stoov, you are more than welcome, exactly as you are. We create an environment where everyone feels safe and free to bring their best self, regardless of how you identify, who you love or which culture you call home.