Customer Support

5 days ago

Bucharest, Bucureşti, Romania Helavo Full time €25,000 - €35,000 per year

At
Helavo

, we create modern mobility and comfort products that make life easier for people around the world.

We're a young, ambitious team with a modern office in central Bucharest, combining an open, friendly atmosphere with clear processes and a hands-on approach.

As our
Customer Support & Operations Specialist

, you'll play a key role in ensuring that our customers not only get fast and accurate support but also experience operational excellence behind the scenes.

You'll manage daily customer requests while improving how our support and spare parts processes work, helping us build a scalable and customer-centric department.

Your Role

You'll be both
the voice of our customers

and
the architect of our support processes

.

That means handling tickets with empathy and precision while also creating structure, efficiency, and clarity in how the team operates.

Key Responsibilities

Respond promptly and professionally to customer inquiries via email, phone, and chat, ensuring a positive customer experience.

Handle requests related to orders, shipments, returns, and refunds with accuracy and ownership.

Coordinate and manage
spare parts operations

from order processing to collaboration with logistics and warehouse teams.

Build and document
clear processes, rules, and best practices

for the Customer Support department.

Identify recurring issues and propose
process improvements

that prevent them from reoccurring.

Create and track
customer service KPIs

(response time, resolution rate, satisfaction level) and share insights with management.

Collaborate cross-functionally with the
Sales, Supply Chain, and Product

teams to ensure feedback loops and continuous improvement.

Support public interactions (reviews, comments, community channels) in a professional, brand-aligned way.

Your Profile

Proven experience in customer support, operations, or process management (e-commerce experience is a strong plus).

Excellent English communication skills (German is an advantage).

Strong organizational mindset you enjoy bringing order, structure, and clarity to processes.

Hands-on and proactive attitude: you take initiative and make things happen.

Analytical thinking: you're comfortable working with data and drawing insights from it.

Familiarity with CRM systems, ticketing tools, or ERP software.

Experience managing spare parts or after-sales operations is a plus

What We Offer

Benefits include a competitive salary, private healthcare, meal vouchers and hybrid work flexibility

26 vacation days per year.

A modern, international, and friendly work environment.

Autonomy and real impact your ideas will shape how our support team operates.

Learning and onboarding support to help you succeed from day one.

Work equipment provided (MacBook Pro, iPhone if needed).

Why Join Us

Because you'll do more than answer tickets — you'll
build a support system that works beautifully

.

At Helavo, your empathy meets efficiency, and your ideas turn into real improvements that customers (and colleagues) can feel every day.

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