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FoodLabs & Atlantic Labs Logo FoodLabs & Atlantic Labs · Customer Service

Community Support Agent

Germany, Berlin · Job Posted December 08, 2025
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Job Description

This is a unique opportunity to support and shape the experience of thousands of BEAT81 members and coaches. As a key voice of the brand, you’ll turn everyday interactions into moments of impact: solving problems, sharing knowledge, and building loyalty through exceptional service.

Job Responsibility

  • Deliver fast, friendly, and accurate support to members and coaches across our communication channels (Intercom: email, chat
  • phone)
  • Own and resolve inquiries related to bookings, memberships, refunds, and technical issues
  • Ensure escalated cases are handled with care and within SLA by collaborating with internal teams
  • Provide clear and empathetic communication to turn challenges into positive experiences
  • Become an expert in our platform, app, and policies to offer high-quality support
  • Identify and report recurring issues, helping improve processes and user satisfaction
  • Contribute to documentation and internal knowledge sharing
  • Be an advocate for our community, representing their needs and feedback

Requirements

  • 1–2 years of experience in a customer support, operations, or service-related role
  • Excellent written and verbal communication skills in English and at least B2 in German
  • A people-first mindset and natural problem-solving ability
  • High attention to detail and ability to stay calm under pressure
  • Strong organizational and time management skills
  • Proficiency with support tools like Intercom, Zendesk, or similar platforms
  • Ability to work independently and collaborate in a fast-paced, hybrid environment
  • Curiosity and willingness to learn about fitness, tech, and our product
  • A proactive attitude: you spot opportunities for improvement and act on them
  • Flexibility to work some evenings, weekends, and holidays as part of a rotating schedule

What we offer

  • Unlimited BEAT81 workouts for you and one other person of your choice
  • Membership to John Reed Berlin Bötzow
  • Dedicated budget for professional development (courses, workshops, and certifications)
  • Exclusive access to Meditopia and 7Minds platforms for yoga, mindfulness and mental well-being
  • Annual BEAT Connect event in Berlin
  • Monthly meet-ups and team workouts
  • Free drinks, fresh fruit, coffee, tasty granola
  • Quarterly health management initiatives
  • Bring your dog to work
  • Private company pension plan in partnership with Stuttgarter Versicherung
  • Access to FutureBens platform for sustainable employee offers
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