Customer Happiness Agent – Fretello GmbH

Are you passionate about interacting with people and problem-solving? Does the thought of providing excellent and empathetic customer service bring a smile to your face? Would you like to contribute to ensuring our users’ happiness and support them on their digital guitar learning journey?

If so, then you may be the part-time (8.5h/week) Customer Happiness Agent we’re looking for to take best care of our users. As our user base continues to grow, there may be the possibility to increase the weekly working hours in the future.

Your playground:

• Responding competently to our customer support requests within 24 hours (using Intercom) and app reviews (using App Radar)

• Creating customer support reports by collecting, analyzing, and visualizing relevant data on a monthly basis
• Summarizing user feedback and feature requests to pass them on to the Product Development team
• Drafting FAQ content for our Help Center to improve the user experience
• Continuously optimizing the customer support workflow and cross-team communication of support insights

What to bring along:

• First experience with customer support is a plus
• Excellent written English as well as communication skills, any additional languages are a plus
• Strong focus on service-orientation and digital affinity
• A proactive, engaging personality with a passion to thoughtfully interact with people
• A resilient, positive, and analytical mindset with excellent problem-solving skills
• A passion for music and knowledge of music theory as well as of playing guitar
• Availability to work at least 1 hour a day (Mo-Fr), around the same time
• Be based in Austria

What we offer:

• Flexible working hours
• Remote first work setup and mindset
• A small team (25-30) with lots of individual impact and responsibility
• Fun, relaxed, and regular remote team events and onsite team retreats
• Shared and lived values: Agility, Curiosity, Unity, Transparency, and Empathy
• An emphasis on continuous learning and growth
• Mental wellbeing initiatives such as Mindfulness Wednesdays and optional paid external therapy sessions

Your contact: Annika Annus (People and Culture Specialist)

The compensation for this marginal employment (8.5 hours per week) is EUR 485 per month.