E-commerce & Customer Experience Specialist (Berlin)

We are looking for an E-commerce & Customer Experience Specialist to join our Nordic Knots team in Berlin. We are searching for someone with experience in interior design and a passion for creating flawless customer experiences. You should be highly organized, service-minded, and excited to help customers transform their spaces with timeless design.

The Role

As an E-commerce & Customer Experience Specialist, you will play a key role in delivering a best-in-class shopping experience. From offering personalized interior design advice to providing prompt, thoughtful solutions, you will ensure every interaction leaves a lasting positive impression. You will also be a crucial link between our customers and our digital operations, making sure everything runs smoothly behind the scenes.

Your Responsibilities

• Advise and guide customers on interior design choices and product selections via email, chat, or phone.
• Handle orders and customer communications through Zendesk, keeping conversations organized and ensuring all inquiries are answered within set time targets.
• Manage returns, process refunds, and support logistical needs across the shopping journey.
• Oversee day-to-day e-commerce operations, including order management, inventory updates, and email list maintenance.
• Assist with customer satisfaction follow-ups, process improvements, and a variety of e-commerce related projects.

• Degree in Interior Design or a related field.
• Professional experience in interior design and customer advisory roles.
• Native-level fluency in English with excellent written communication skills.
• Previous experience working in customer service, e-commerce, or client-facing roles.
• Highly organized and detail-oriented, with a natural ability to juggle multiple tasks at once.
• Proactive, adaptable, and energized by working in a fast-paced, start-up environment.
• Zendesk experience is a plus.
• Fluent in German a must
• Fluent in French is a plus