Job Description

At Keen, we don't just deliver services - we embed ourselves into the heart of our clients' businesses. From digital marketing and creative to customer experience, we craft bold, high-performance digital experiences for global brands.

Keen helps some of the most exciting U.S. and international brands scale smarter by embedding expert teams that drive results across marketing, creative, customer experience, and sales.

We're not an agency or legacy BPO. We're a partner in growth — and that's where you come in.

About The Role

We’re hiring a Bilingual German/English Customer Support Agent to support one of our high-growth global clients providing payment services to merchant app stores and their end-user customers.

In this role, you’ll deliver outstanding service to both German and English-speaking customers, ensuring seamless experiences and resolving inquiries with precision and care. This is a fast-paced, high-impact position ideal for someone who loves problem-solving, thrives under pressure, and is passionate about delivering exceptional support.

What You'll Do

• Support end-user customers via email, chat, phone, and service management platforms in both German and English
• Resolve transaction issues, troubleshoot technical problems, and process online/offline refunds
• Follow standard operating procedures and utilize knowledge base articles to resolve requests efficiently
• Meet and exceed service level agreements with timely, accurate responses
• Escalate complex issues to management when necessary
• Maintain detailed case records and contribute to improving knowledge base documentation
• Analyze customer issues to identify patterns and recommend solutions
• Develop a deep understanding of products, services, and customer requirements

Requirements

• 2+ years of customer-facing support experience (customer support, success, help desk, or technical support)
• Fluent in German and English (verbal and written)
• CEFR Level: B2 or higher in German
• CEFR Level: C1 or higher in English
• Able to communicate clearly, professionally, and empathetically with customers in both languages
• Experience with service management tools like Zendesk, Jira Service Management, or ServiceNow
• Familiarity with websites, web applications, and mobile apps; API knowledge is a plus
• Excellent problem-solving, critical thinking, and analytical skills
• Ability to work independently under pressure while maintaining professionalism
• Organized, detail-oriented, and capable of managing multiple priorities
• A true team player who collaborates well and contributes proactively

Benefits

What’s In It for You

• Competitive compensation with medical aide stipend, transportation allowance/parking
• In-office collaboration with a smart, high-energy team
• Real career growth opportunities — this isn’t a repetitive, dead-end support role
• Access to training, mentorship, and professional development
• Birthday leave + professional development budget
• We’re constantly evolving our benefits based on team feedback
• Competitive full time compensation

• Collaborative office space and culture
• Medical allowance
• Exposure to a fast-growing global client
• Many opportunities to grow within customer experience, operations, or technical support (TL, QA, and more!)
• Birthday leave + professional development budget
• Join a supportive, resourceful, and global team that values action, clarity, and empathy

The role is in-office, based at our office in Woodstock The ability to commute to and from the office in Foreshore is required, with transportation arranged from certain locations near Cape Town.