Merchant & Customer Support (German Speaker)
Location: Valencia
Departments: Merchant Support
Groupon is a marketplace where customers discover new experiences and services everyday and local businesses thrive. To date we have worked with over a million merchant partners worldwide, connecting over 16 million customers with deals across various categories. In a world often dominated by e-commerce giants, we stand out as one of the few platforms uniquely committed to helping local businesses succeed on a performance basis.
Groupon is on a radical journey to transform our business with relentless pursuit of results. Even with thousands of employees spread across multiple continents, we still maintain a culture that inspires innovation, rewards risk-taking and celebrates success. The impact here can be immediate due to our scale and the speed of our transformation. We're a "best of both worlds" kind of company. We're big enough to have the resources and scale, but small enough that a single person has a surprising amount of autonomy and can make a meaningful impact.
At Groupon, we’re all about connecting customers with amazing local merchants. Our Merchant Top-Tier Support team plays a key role in making that happen by ensuring our top partners get the best possible support.
We’re now looking for a motivated Merchant Top-Tier Support Specialist to join us, with a priority for German speakers (Polish is a big plus!).
What You’ll Do
- Provide personalized support to top-tier merchants, ensuring their issues are handled with care and speed.
- Manage customer escalations and act as the bridge between merchants, customers, and Groupon.
- Handle cases via email and chat (phone support may be added in the future).
- Troubleshoot problems such as:
- Payment questions
- Booking tool setup issues
- Customer complaints and escalations
- Verifying claims with account owners
- Occasionally support lower-tier merchants when required.
- Collaborate with merchant operations teams (including colleagues in India) to deliver language-specific support without relying solely on translation tools.
Targets & Expectations
- Provide high-quality support with empathy and adherence to procedures.
- Contribute to strong merchant satisfaction scores through timely, accurate, and human communication.
Working Hours
- Shifts can vary between 8:00 AM and 6:00 PM
Why Groupon?
- Be part of a team that’s redefining local commerce in Europe.
- Gain experience in merchant and customer support at scale, with real impact on satisfaction and retention.
- Work in a dynamic, international environment with plenty of opportunities to grow your career.
What We’re Looking For
- Fluency in German (priority).
- Polish is a strong plus.
- Strong problem-solving and communication skills, with the ability to build trust.
- Experience in customer support or escalation handling is a bonus.
- Proactive, empathetic, and comfortable working in a fast-paced, target-driven environment.
