Job Description

Customer Support & Product Data Coordinator – E-Commerce (f/m/d)

20 hrs/week · Start: 15 January · Also suitable for working students

You enjoy clear communication, like working with structured data, and genuinely want to help customers? At the same time, you're excited about contributing to a modern e-commerce brand that builds products expressing personality, attitude and intimacy? Then join us – a Berlin-based brand that’s growing, evolving, and currently establishing its Customer Support function. In this role, you help shape processes, work closely with Production, Operations, Marketing and Product Development, and gain insights into a work environment you won’t find often.

Who we are

We’re a Berlin-based e-commerce brand designing and crafting bondage products that empower people to explore power dynamics – whether solo, in partnership or long-distance. Our gear is made to be safe, accessible and deeply personal, combining aesthetic quality with functional versatility. We’re building a modular system that adapts to evolving desires and encourages self-expression and intimate connection. By engaging closely with our community, we co-create not just products, but experiences – and aim to redefine bondage as a space of curiosity, care and celebration beyond clichés and stereotypes.

Who we’re looking for

We are currently building our Customer Support function while structuring and maintaining our product data more thoroughly. For this, we’re looking for a

Customer Support & Product Data Coordinator

:

Your tasks

Customer Support

English- and German-language customer communication (emails, clarifications, questions, general exchange) Handling returns and complaints Maintaining and updating templates and FAQ Moderating and evaluating customer feedback Contributing to the development of a scalable support structure Using service tools and AI translators to streamline communication

Product Data Management

Maintaining and updating product listings and inventory in Billbee, Shopify, Etsy and eBay Supporting technical shop topics and system maintenance

What you bring

Hard Skills

Excellent English (C1 written) and solid German (B1 written) Confident digital working style; comfortable navigating different tools Experience with or quick understanding of Billbee, Shopify, Replyco or similar support tools Bonus: Understanding of e-commerce workflows and data maintenance

Soft Skills

Enjoyment of communication and written interaction Proactive and analytical mindset Happy to bring in new ideas Resilient when dealing with different customer types Structured and independent working style Reliability and punctuality Bonus: Familiarity with our audience and the themes our products relate to

Work setup

Work starts Mon–Fri at 8:30 am, with 100% on-site presence in the beginning (later partly remote) Also suitable for working students

What to expect

A work environment where visibility, language and attitude truly matter Close collaboration with Operations, Management and Marketing A key role in establishing our Customer Support structure A small, appreciative team with direct communication, flat hierarchies and plenty of space for ownership A relaxed atmosphere in our production office in Berlin-Moabit – close to all colleagues and the CEO Long-term growth opportunities within a company that is expanding and where you can grow with us

Sounds like you?

Send us your CV and a few lines about your motivation to

luisa@coldcrafts.de

. We’re looking forward to hearing from you!

Art der Stelle: Teilzeit, Werkstudent

Gehalt: 15,00€ - 17,00€ pro Stunde

Erwartete Arbeitsstunden: 20 pro Woche

Leistungen:

Betriebliche Altersvorsorge Firmenevents Preisnachlässe auf Produkte/Dienstleistungen des Unternehmens
Sprache:

Englisch (Erforderlich)
Arbeitsort: Vor Ort

Voraussichtliches Einstiegsdatum: 15.01.2026