Rider Support Team Coordinator (German-speaking & full remote) ID-2776

About Us

Donkey Republic is looking for a German-speaking Rider Support Team Coordinator. We are a Danish purpose-driven company, operating a fleet of 22,000+ bicycles, serving 1m+ customers in 70+ locations in Europe. We are working to provide flexible, affordable and sustainable transportation around the world - and we need you!

Your Role & Team

You will be part of a full-remote customer support team supporting our riders with all kinds of inquiries. The support channels we are working with are live SoMe, live chat, email support, and voice.

The Rider Support is open from 6am to 8pm, every day of the week, every day of the year. It's important that you are flexible and willing to take any shift if needed. Of course, schedules are available in good time so there are no surprises. We are supporting our riders in many different languages, for example, Danish, Dutch, German, Spanish, Finnish, Swedish, and French.

You will be working remotely and it's therefore not important where you are based. However, we will make sure that you are part of the team despite the distance :) You will be reporting to the Head of our Rider Support Team.

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What you’ll be doing:

• Giving all our riders an excellent customer experience by the channels that we are available on.

• Making sure that you are on top of our product/processes to provide the right information to all our riders.

• Processing different kinds of rentals.

• Acting as a superuser of our systems and work processes.

• Updating our content, FAQs, and other ad hoc tasks.

• Taking charge of escalated rider inquiries.

• Assisting the Head of Department with organizing the daily drift.

• Keeping track of team performance.

• Helping out with onboarding new employees.

• Managing QA & Feedback.

We expect you:

• To be fluent in English and German. Applications from candidates that are not fluent in both will not be considered.

• Dutch or French would be a huge plus as an additional language.

• To have 2+ years of experience in Customer Support, preferably in coordinating roles.

• To be available to start mid-January. We're happy to wait for the right candidate.

• To be able to work at least 30 hours per week, any day of the week.

• To be empathetic and love to talk to people.

• To be structured and process-oriented.

• To be a fast learner and a skilled user of mobile and web tools.

• To not mind working on weekends and holidays as it's part of the job.

What we offer

• A chance to work in a fast-paced scale-up environment.

• A position that gives you the chance to apply your language skills, learn new skills and tools, and develop your role in the company and in the team.

• An open and honest environment, where we put a lot of effort into building a great team.

• Competitive salary and benefits package.

The formal yet equally important part

Donkey Republic is a purpose-driven impact company in the micro-mobility industry, dedicated to delivering top-quality services and bikes to our riders and partners. Since our inception in 2014, we have grown to become a leading provider of flexible, affordable, and more sustainable modes of transportation to communities and partner cities.

We are committed to fostering a culture of innovation and collaboration. We believe in empowering our employees to take risks, try new things, and push the boundaries of what is possible. In addition to our commitment to excellence, Donkey Republic is also deeply committed to sustainability and social responsibility.