Customer Support Specialist

About Chrono24

Chrono24 is the world’s leading online marketplace for luxury watches, connecting buyers and sellers from over 80 countries. We’re a fast-growing international tech company headquartered in Karlsruhe, Germany, with a passionate team that puts our customers first every single day. Join us and be part of something unique.

About the Role

As a Tier 2 Customer Support Specialist at Chrono24, you’ll be the escalation point for complex customer inquiries that go beyond standard support. You’re a subject matter expert (SME) who digs into the details, partners with cross-functional teams, and drives lasting solutions – all while delivering a best-in-class experience for our buyers and sellers. This role is ideal for someone who thrives on problem-solving, takes ownership, and wants to make a real impact on our support quality and team growth.

• Serve as the escalation point for complex or unresolved customer cases, providing in-depth investigation and timely resolution beyond the scope of Tier 1 support.
• Analyze recurring patterns and systemic issues in tickets, translating findings into actionable process improvements and workflow optimizations.
• Partner cross-functionally with Product, Engineering, and Compliance teams to investigate root causes and implement sustainable fixes.
• Own individual projects and initiatives aimed at improving the customer experience and support team performance.
• Act as a go-to resource and knowledge expert for Tier 1 colleagues – answering escalation questions, running training sessions, and keeping internal documentation up to date.
• Handle a structured caseload of customer complaints in close collaboration with the Complaint Management team, ensuring quality outcomes and accurate tracking.
• Monitor ticket queues, prioritize cases according to SLA targets, and maintain high CSAT and quality scores.
• Contribute to a culture of continuous improvement by proactively flagging gaps, proposing solutions, and supporting team development.

• 2+ years of experience in a customer support role, with at least 1 year handling escalations, complex cases, or Tier 2 / senior-level support.
• Exceptional written and verbal communication skills in English; additional languages are a plus.
• Proven ability to analyze problems, identify patterns, and develop structured solutions – you’re comfortable going beyond the script.
• Experience working with ticketing systems (e.g., Zendesk, OTRS) and maintaining accurate case documentation.
• Collaborative mindset with experience working alongside other teams such as Product Management, Fraud Prevention or Account Management.
• Strong organizational skills and the ability to manage multiple priorities while meeting SLA deadlines.
• Proactive, self-motivated, and comfortable taking ownership of projects with minimal supervision.
• No prior knowledge of luxury watches required – we’ll get you up to speed!

• Experience in e-commerce, marketplace, or fintech environments.
• Familiarity with payment workflows, buyer/seller dispute resolution, or fraud prevention processes.
• Background in quality assurance, process documentation, or knowledge base

• Competitive salary commensurate with experience.
• Comprehensive benefits package including health, dental, and vision insurance.
• Paid Time Off (PTO) plus company holidays.
• 401(k) retirement plan.
• Hybrid work model with a modern office in Miami, FL.
• Real career growth opportunities within an international company – we promote from within.
• A diverse, inclusive team of colleagues from over 10 countries – your perspective matters here.