Customer Support Specialist (German & English)
Remote | Full-Time | German Working Hours
About Translayte
Translayte is a professional translation service based in London, United Kingdom. We provide a wide range of translation, localisation and document services to individuals, SMEs and enterprise clients across the globe. Our customers are primarily based in the UK, Europe and North America, with services available in English, German, French, Spanish and many other languages.
Founded in July 2018, Translayte is a fully remote company focused on delivering high-quality translations, exceptional customer service and fast turnaround times. As we continue to grow, we are looking for talented, customer-focused individuals who are passionate about delivering an outstanding experience for every customer.
The Role
Translayte is looking for a Customer Support Specialist (German & English) to provide exceptional support to our German-speaking and international customers. This is a customer-facing role where you will be responsible for assisting customers throughout their journey---from answering pre-sales enquiries to supporting existing orders and ensuring every interaction reflects Translayte's commitment to quality and service.
The ideal candidate is a native or C2-level German speaker with excellent English communication skills, a passion for helping customers, and the ability to work efficiently in a fast-paced remote environment during German business hours.
Key Responsibilities
As part of this role, you will:
- Respond promptly and professionally to customer enquiries via email, live chat and phone in both German and English.
- Assist customers with translation service enquiries, quotations, order placement and general product information.
- Guide customers through the ordering process and ensure all required documentation has been received.
- Review incoming orders to ensure customer requirements and uploaded files are complete before processing.
- Liaise with internal project managers and linguists to provide customers with accurate updates regarding their projects.
- Resolve customer issues efficiently while maintaining a positive, solution-oriented approach.
- Escalate complex customer queries to the appropriate internal teams where required.
- Maintain accurate records of all customer interactions within the CRM and customer support systems.
- Monitor active orders and proactively communicate with customers regarding progress, delays or additional requirements.
- Ensure all communication meets Translayte's high standards of professionalism, accuracy and empathy.
- Contribute ideas to improve customer satisfaction, workflows and internal processes.
- Build long-term relationships with customers by delivering an exceptional support experience.
What We're Looking ForEssential
- Native or C2-level German language proficiency (written and spoken).
- Professional fluency in English (written and spoken).
- Previous experience in Customer Support, Customer Service, Client Success or a similar customer-facing role.
- Excellent written communication skills with strong attention to detail.
- Outstanding interpersonal and problem-solving skills.
- Ability to manage multiple customer conversations simultaneously while maintaining accuracy.
- Strong organisational and time management skills.
- Comfortable working independently within a fully remote team.
- High level of empathy and a genuine passion for helping customers.
- Confidence using online systems, CRMs and customer support platforms.
Preferred
- Experience within the translation, localisation or language services industry.
- Experience supporting international customers.
- Experience using helpdesk software such as Intercom, Zendesk, Freshdesk or similar.
- Familiarity with project management or order management systems.
- Experience working remotely within an international team.
Working Hours
This position is aligned with German business hours, typically:
- Monday to Friday (with occasional shift changes)
- Approximately 09:00 -- 18:00 CET/CEST
- Full-time remote position
Applicants should be able to consistently work these hours.
What Success Looks Like
Successful Customer Support Specialists at Translayte:
- Deliver fast, friendly and accurate support to every customer.
- Maintain consistently high customer satisfaction (CSAT) scores.
- Resolve customer enquiries efficiently while maintaining quality.
- Communicate clearly with both customers and internal teams.
- Take ownership of customer issues from first contact through to resolution.
- Contribute to continuous improvements in customer experience and operational efficiency.
Why Join Translayte?
- Fully remote working environment.
- Work with a diverse international team.
- Opportunities for professional growth and development.
- Collaborative, supportive and inclusive culture.
- Competitive salary based on experience.
- Be part of a fast-growing technology-enabled language services company serving customers worldwide.
