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
• Typing speed of 40+ WPM

Schedule & Location

• Keen supports clients around the world and operates in a 24/7/365 environment Team members are scheduled across a variety of shifts to ensure continuous support, so flexibility to work different shift patterns is essential.
• This is a full-time, office-based role located in Salt River.
• Monthly Transport Allowance or company-provided transport for qualifying shifts.

Benefits

Why Join Keen?

Join a collaborative, high-performing team where your growth is a priority. We invest in our people through o ngoing learning, career development, an annual Professional Development Budget, and Birthday Leave to celebrate your special day.

Compensation

• Highly Competitive Base Salary
• Medical Allowance
• Attendance & Timeliness Bonus
• Transport Allowance
• Monthly Performance Bonus

Career Growth: High-performing team members have opportunities to progress into SME, Team Lead, QA, Operations, or Technical Support roles.

Global Support Environment

As we support clients across different time zones, Keen operates in a 24/7/365 environment. Team members should be comfortable working flexible schedules to support our clients and deliver an exceptional customer experience.