German Speaking Customer Support Agent

Customer Support Specialist – German & English

About Translayte

Translayte is a professional translation company based in London, United Kingdom. We provide translation, localisation and document services to individuals, SMEs and enterprise clients worldwide, with a strong customer base across the UK, Europe and North America.

Founded in 2018, Translayte is a fully remote, technology-enabled company committed to providing high-quality translations, responsive customer support and fast turnaround times. As we continue to grow, we are looking for customer-focused professionals who are passionate about delivering an outstanding experience.

The Role

We are looking for a Customer Support Specialist (German & English) to support our German-speaking and international customers throughout their journey with Translayte.

This is a customer-facing role that includes responding to pre-sales enquiries, assisting customers with placing orders, providing updates on active projects and resolving customer concerns with care and professionalism.

Fluency in German is an essential requirement for this role. Applicants must be native German speakers or demonstrate a minimum C1 level of German proficiency in both written and spoken communication. Applications below C1 level will not be considered.

The successful candidate must also have strong English communication skills and be available to work consistently during German business hours.

Key Responsibilities

As part of this role, you will:

• Respond promptly and professionally to customer enquiries by email, live chat and phone in both German and English.
• Assist customers with service enquiries, quotations, order placement and general product information.
• Guide customers through the ordering process and ensure all required information and documents have been received.
• Review incoming orders to confirm that customer requirements and uploaded files are complete before processing.
• Work closely with project managers, linguists and other internal teams to provide customers with accurate updates.
• Monitor active orders and proactively communicate any progress, delays or additional requirements.
• Take ownership of customer concerns and work towards efficient, positive resolutions.
• Escalate complex enquiries to the relevant internal teams when necessary.
• Maintain accurate records of customer interactions within our CRM and support systems.
• Ensure all communication reflects Translayte’s standards of professionalism, accuracy and empathy.
• Build strong customer relationships by providing a consistently reliable and supportive experience.
• Contribute ideas that improve customer satisfaction, internal workflows and operational efficiency.

What We’re Looking For

Essential Requirements

• Native German proficiency or a minimum C1 level in written and spoken German.
• Professional fluency in written and spoken English.
• Previous experience in customer support, customer service, client success or another customer-facing role.
• Excellent written communication skills and strong attention to detail.
• Strong interpersonal, organisational and problem-solving skills.
• Ability to manage multiple customer conversations while maintaining accuracy and professionalism.
• Ability to work independently and manage priorities within a fully remote environment.
• A high level of empathy and a genuine interest in helping customers.
• Confidence using online systems, CRMs and customer support platforms.
• Availability to work consistently during German business hours.

Preferred Experience

• Experience in the translation, localisation or language-services industry.
• Experience supporting customers across different countries and time zones.
• Experience using customer-support platforms such as Intercom, Zendesk, Freshdesk or similar.
• Familiarity with project-management or order-management systems.
• Previous experience working remotely as part of an international team.

Working Hours

This is a full-time, fully remote position aligned with German business hours:

• Monday to Friday
• Approximately 09:00–18:00 CET/CEST

Applicants must be able to work these hours consistently.

What Success Looks Like

Successful Customer Support Specialists at Translayte:

• Deliver fast, friendly and accurate support.
• Maintain consistently high customer-satisfaction scores.
• Resolve customer enquiries efficiently without compromising quality.
• Communicate clearly and professionally with customers and internal teams.
• Take ownership of customer concerns from first contact through to resolution.
• Proactively keep customers informed throughout the order process.
• Contribute to continuous improvements in customer experience and operational efficiency.

Why Join Translayte?

• Work fully remotely.
• Collaborate with a diverse international team.
• Access opportunities for professional growth and development.
• Be part of a supportive, collaborative and inclusive culture.
• Receive competitive compensation based on experience.
• Join a growing, technology-enabled language-services company supporting customers worldwide.