Customer Retention Specialist (German Speaking)

About the role

Digistore24, an all-in-one platform for digital sales and affiliate marketing, is looking for a German-speaking Customer Retention Specialist. The role handles customers who are considering a refund, cancellation or are dissatisfied with their purchase, helping them find a solution such as product guidance, access support, an approved partial refund or another available option. It is not about preventing legitimate refunds or pressuring customers to stay.

The specialist communicates with German-speaking customers across roughly 40% tickets, 40% live chat and 20% video or voice interactions, in a remote-first environment.

Key responsibilities

• Handle German-language refund, cancellation and dissatisfaction requests via tickets and live chat.
• Speak with customers by video or voice when a live conversation resolves the issue better.
• Identify the real reason behind a cancellation or refund request and present approved solutions and offers clearly and honestly.
• Help customers with product access, navigation and basic troubleshooting when appropriate.
• Process approved partial refunds and document outcomes accurately.
• Escalate unusual cases or those involving unclear policies, missing information or vendor issues.
• Maintain accurate records, tags and tracking data so retention results can be measured.
• Take part in quality reviews and coaching, and share customer insights to improve retention offers and processes.

Required profile

• German at C1 level or higher, written and spoken; English at B2 level or higher for internal communication.
• At least 2 years of experience in customer support, retention, sales, account management or another customer-facing role.
• Nice to have: previous retention or win-back experience, familiarity with refunds, billing, payments or chargebacks, and experience with digital products or online courses.

Required skills

• Excellent written and verbal communication, including with frustrated customers.
• Good judgment and problem-solving skills, able to work independently and prioritize in a remote setting.
• Comfortable learning and using digital tools; reliable home office and stable internet.

What we offer

• A remote-first working environment with autonomy and ownership.
• Structured onboarding and retention-specific training before handling live cases.
• Regular coaching and support, within a quality-focused team.