German Support Agent - Social Media Platform

About the role

A leading global social media platform, represented by Cross Border Talents, is looking for a German-speaking support agent to join its customer support team. You will help German-speaking users get the best possible experience on the platform.

Key responsibilities

• Answer customer questions quickly and accurately in German via social media, email, chat and other channels, handling complaints, technical issues and feedback professionally and empathetically.
• Troubleshoot and resolve issues related to account access, content moderation and platform functionality.
• Monitor user-generated content against platform policies and community guidelines, flagging inappropriate content, spam and rule violations, and work with the moderation team on best practices.
• Engage with users to build a positive community, encourage participation and guide them on using platform features; help with community events and campaigns.
• Collect and document user feedback, feature requests and bug reports, share them with product and development teams, and generate regular reports on common issues and trends.

Required profile

• Native or near-native German (written and spoken); strong English for internal communication and documentation.
• Previous experience in customer support, content moderation or a related field is preferred.
• Familiarity with social media platforms and their features.
• Availability for flexible hours, including weekends and holidays, and ability to handle several tasks in a fast pace.

Required skills

• Proficiency with support ticketing systems and customer service software.
• Basic understanding of troubleshooting technical issues.
• Excellent communication, problem-solving and attention to detail; able to work independently and in a team.

What we offer

• Competitive salary and benefits package.
• Career growth and development opportunities.
• Diverse and inclusive work environment.
• Access to the latest tools and technologies.

To apply, send your resume through the recruiter's application process. The client is an equal opportunity employer.