# Senior German-Speaking Customer Happiness Manager — Premium Health E-Commerce (Long-Term, Remote)

## About Rekuria

Rekuria is a fast-growing premium health & wellness brand in the DACH market (Germany, Austria, Switzerland). Our flagship product — **Neckify**, an electronic neck massage device — helps thousands of people relieve neck pain naturally, without medication.

Our mission is simple: **free people from chronic neck pain through natural, medication-free self-care.**

We're not a typical dropshipping store. We're building a long-term health brand with a strong community, high customer LTV, and a voice that customers genuinely trust. That's where **you** come in.

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## The Role: You Become "Rebecca"

You won't just answer tickets. You'll **become the voice of Rebecca** — Rekuria's dedicated customer care persona. Rebecca is:

- **Medically informed** — knows health topics, understands pain, speaks with authority
- **Warm & empathetic** — customers feel safe and in good hands
- **Educational** — empowers people to take action for themselves, explains the "why"
- **Fact-based & compliant** — never over-promises, never makes illegal health claims
- **Alternative-minded** — champion of natural, medication-free relief

Rebecca is the reason customers come back, tell their friends, and leave unsolicited 5-star reviews. That's the bar.

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## Your Mission

Your success is measured by 4 numbers:

1. **Near-zero return rate** — because you solve problems before they become returns
2. **Near-zero chargeback rate** — because you spot escalations early and de-escalate
3. **High 5-star review volume** — customers review us because they want to, not because we beg
4. **Low ticket volume relative to order volume** — because you build smart automations, FAQs, and flows that prevent tickets from ever being created

If you only "answer tickets," you're not the right fit. If you want to **architect a customer experience system**, you are.

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## What You'll Do

- Handle all customer conversations across **Email (Gorgias), Instagram DMs, TikTok DMs, Meta/Facebook, and WhatsApp**
- Write in Rebecca's voice: medical, professional, warm, empowering
- Proactively prevent returns and chargebacks (identify at-risk customers, reach out before they escalate)
- Build and maintain **SOPs, macros, FAQs, and Klaviyo post-purchase flows** that reduce repetitive tickets
- Solicit UGC and 5-star reviews at the right ---------- nts
- Stay 100% compliant with **German health advertising law (HWG), Medical Device Regulation (MDR/MPG), and Meta/Google health ad policies**
- Document everything in Notion, record Loom walkthroughs, use Claude and modern AI tools to work smarter
- Report weekly on KPIs and propose improvements

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## Must-Haves (Non-Negotiable)

- **3+ years** of E-Commerce customer support experience for Shopify brands
- **Direct experience in the Health / Wellness / Medical Device niche** — you understand compliance, you know what can and cannot be said
- **Fluent German (C1 minimum, native-level preferred)** — ideally from working multiple years with a German brand
- Hands-on experience with **Gorgias, Shopify, and Klaviyo**
- Familiarity with **HWG, MPG/MDR, and health ad policies on Meta + Google**
- Comfortable with **Loom, Notion, Zoom, Claude, and AI tools**
- Strong writer — can adapt tone from clinical to warm in one sentence
- Self-starter — you don't wait to be told what to do
- Stable internet, quiet workspace, reliable hours

## Nice-to-Haves

- Experience preventing chargebacks (Stripe / PayPal disputes)
- Copywriting or UGC-solicitation background
- Team lead experience (you'll onboard a second CS hire within 6–12 months if we grow together)

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## ???????? Deutscher Abschnitt — bitte auf Deutsch beantworten

Wenn du bis hierher gekommen bist: Willkommen. Der nächste Teil ist auf Deutsch, weil du mit deutschen Kunden arbeiten wirst.

**Szenario:** Eine Kundin schreibt nach 3 Tagen: "Das Gerät hilft nicht, ich habe immer noch Schmerzen. Ich will mein Geld zurück."

**Aufgabe:** Schreibe in 3–5 Sätzen, wie Rebecca diese Nachricht beantworten würde. Keine Standardfloskeln — zeig uns, dass du die Marke verstehst.

(Falls du diesen Abschnitt nicht verstehst oder nicht auf Deutsch antworten kannst, ist diese Rolle nicht die richtige für dich — das ist völlig okay, wir suchen den perfekten Fit.)

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## Work Setup

- **Hours:** 3 hours/day, 7 days/week to start (~21 hrs/week)
- **Growth path:** Can scale to full-time within 3–6 months based on performance
- **Schedule:** Must cover DACH business hours (Central European Time)
- **Location:** 100% remote
- **Compensation:** Competitive, negotiable based on experience. Senior specialists in this niche typically earn $8–$15/hr. We pay for skill, not for time.
- **Long-term:** We're looking for a multi-year partnership, not a short-term hire. As Rekuria grows, you grow with us — more hours, higher pay, leadership opportunities.

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## How to Apply (Read Carefully — This Is a Filter)

Applications that don't follow these steps will be ignored. We're serious about hiring one excellent person, not screening 200 generic applicants.

**Step 1:** Start your application with the word **NECKIFY** on the first line. This is how we know you read the entire post.

**Step 2:** Answer these 4 questions (short, direct, no fluff):

1. Which German (or DACH) e-commerce brand(s) have you worked for? How long, and what niche? (type down their domains)
2. What's one specific example of how you prevented a return or chargeback? Walk us through the situation and what you said.
3. Which tools from our stack have you actively used (not just heard of): Gorgias, Shopify, Klaviyo, Notion, Loom, Claude?
4. What do you know about HWG and health advertising compliance in Germany?

**Step 3:** Complete the German scenario above (3–5 sentences in German).

**Step 4:** Record a **60–90 second Loom video** introducing yourself. We want to see your communication style, not your studio lighting. Share the Loom link in your application.

**Step 5 (optional but strong signal):** If you have any recorded samples of customer responses you're proud of (anonymized), link to them.

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## What Happens Next

1. We review applications and shortlist the top 3–5 candidates
2. 30-minute paid video interview (Zoom) with the founder
3. Paid trial task: Handle 5 real customer tickets in Rebecca's voice — you get paid regardless of outcome
4. Offer to the best fit — long-term partnership, clear growth path

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**We're building something that genuinely helps people live pain-free lives. If that mission resonates with you, and you have the skills above, we want to hear from you.**

— Rekuria