About Digistore24
Digistore24 is one of the world’s leading all-in-one platforms for digital sales and affiliate marketing. We help entrepreneurs, creators, and businesses scale globally by simplifying payment processing, sales automation, and affiliate program management.
With a strong international footprint and a remote-first culture, we value ownership, accountability, and results. We move fast, think commercially, and give our teams the autonomy to make a real impact.
About the Role
We’re looking for a German-speaking Customer Retention Specialist to help customers who are considering a refund, cancellation, or are dissatisfied with their purchase.
Your job is to understand why the customer wants to leave and determine whether their issue can be resolved through product guidance, access support, an approved partial refund, or another available solution.
This is not about preventing legitimate refunds or pressuring customers to stay. It’s about listening, understanding the underlying issue, and finding the right solution when one is available.
You’ll communicate with German-speaking customers across approximately 40% tickets, 40% live chat, and 20% video/voice interactions.
What You'll Do
- Handle German-language refund, cancellation, and customer dissatisfaction requests via tickets and live chat.
- Speak with customers via video or voice when an issue is easier to resolve through a live conversation.
- Understand the real reason behind a cancellation or refund request and identify appropriate retention opportunities.
- Present approved solutions and offers clearly and honestly.
- Help customers with product access, navigation, and basic troubleshooting when appropriate.
- Process approved partial refunds and accurately document outcomes.
- Recognize when a case is not appropriate for retention and follow the standard refund or escalation process.
- Escalate unusual situations or cases involving unclear policies, missing information, or vendor-related issues.
- Maintain accurate records, tags, and tracking information so retention results can be measured.
- Participate in regular quality reviews and coaching sessions.
- Share customer insights that help us improve our retention offers, templates, and processes.
What We’re Looking For
- German at C1 level or higher, both 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.
- Excellent written and verbal communication skills.
- Confidence communicating with frustrated or dissatisfied customers.
- Good judgment and the ability to recognize when to continue exploring a solution and when to accept a customer’s decision.
- Strong problem-solving skills and a customer-focused mindset.
- Ability to work independently, prioritize effectively, and manage your time in a remote environment.
- Comfortable learning and working with digital tools and platforms.
- Reliable home-office setup and stable internet connection.
Nice to Have
- Previous experience in customer retention, save/win-back programs, or cancellation handling.
- Experience with refunds, billing, payments, or chargebacks.
- Familiarity with digital products, online courses, coaching programs, or information products.
- Experience with Zendesk or a similar customer-support platform.
- Previous experience working remotely.
What Success Looks Like
- Customers feel heard and receive clear, accurate solutions.
- Appropriate retention opportunities are identified without creating unnecessary barriers to legitimate refunds.
- You remain calm, professional, and solution-oriented during difficult conversations.
- Cases are documented accurately and consistently.
- Customer feedback is translated into useful insights for improving our retention processes.
- Retention results improve while maintaining a high standard of customer experience.
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.
- A team focused on quality, not simply volume.
- The opportunity to join a developing function where your feedback and experience can directly influence how our retention program evolves.