Customer Support Specialist

Overview

Bella & Bona is a fast-growing B2B food delivery company providing high-quality, fresh meals to companies across Germany. We partner with offices to offer employees convenient, healthy, and delicious food options delivered directly to the workplace.
As we continue to grow, delivering an outstanding customer experience remains at the core of our success.We are looking for a Customer Support Specialist (German Speaker) to join our team and ensure a seamless experience for our B2B clients and their employees.
You will be the first point of contact for our customers and play a key role in maintaining long-term client relationships.

Your mission

• Handle inbound customer inquiries via email, phone, and chat for German-speaking B2B clients
• Ensure adherence to defined Service Level Agreements, SLAs, including first response time and resolution time
• Monitor and manage ticket queues to meet daily and weekly performance targets
• Support office managers and corporate clients with order-related questions, escalations, and special requests
• Coordinate internally with Operations, Logistics, and Tech teams to ensure timely issue resolution
• Proactively manage escalations and maintain ownership until full resolution
• Identify root causes of recurring issues and collaborate on preventive action plans
• Document cases accurately in CRM and maintain data quality standards
• Contribute to the creation and improvement of internal support processes and knowledge base
• Track key support KPIs such as CSAT, First Response Time, Resolution Time, and Escalation Rate
• Support retention efforts by ensuring high client satisfaction and smooth service delivery

Your profile

• Native or fluent German, C2 level
• Good English communication skills
• 1 to 3 years of experience in Customer Support, B2B experience preferred
• Experience working with SLAs and performance targets
• Structured and analytical mindset, ability to prioritize under pressure
• Strong problem-solving skills and calm approach in fast-paced environments
• Customer-first mindset with accountability and ownership
• Experience with CRM and ticketing systems such as Zendesk, HubSpot, or Intercom
• Experience contributing to support documentation or knowledge base development
• Familiarity with CSAT surveys or NPS tracking

Why us?

• A fast-growing startup environment
• Direct impact on customer experience and retention
• Competitive salary
• Hybrid/flexible work setup
• Dynamic and international team
• Free or discounted Bella & Bona meals

Bella & Bona's Team Culture

• Mission-driven and long-term oriented: we focus on building a sustainable company with a clear purpose, while continuously improving how we work and deliver value
• Strong sense of teamwork: we collaborate across teams and locations, support each other, and take shared responsibility for our results
• Open, proactive, and respectful communication: we value clarity, ownership, and a solution-oriented approach in our daily work
• Reliable and committed working style: we take pride in delivering high-quality results in a dynamic environment while maintaining a positive team culture
• Continuous learning and improvement mindset: we encourage curiosity, adaptability, and personal growth through hands-on learning and feedback
• Customer-centric approach: our mission is to use technology and operational excellence to provide office teams with healthy, delicious, and convenient meals