Customer Care Representative, English and German Speaking (Bilingual)

| Remote
Employer Provided Salary: $25,000-$28,000 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.
Sorry, this job was removed at 11:02 p.m. (PST) on Monday, February 6, 2023
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About Ruggable:

Ruggable is a Los Angeles-based, venture-backed, rapidly growing e-commerce startup that is disrupting the $7B rug industry and revolutionizing the market for residential rugs. Our patented 2-Piece Rug System allows you to remove the top layer of your rug and wash it in your home washing machine, offering an affordable, stylish and convenient solution for young families, pet owners, and busy individuals. We're a small, entrepreneurial team with big ambitions. We have a strong brand, established traction, and amazing advisors fueling our steady growth. This is an opportunity to get in at the ground floor and solve for complex challenges, while charting your own career.

Job Summary:

We are looking for Customer Care Representatives to join our Customer Experience team. This is an immediate and full-time opportunity to join our rapidly growing UK based team. We are looking for candidates who are fluent in German and English who will be the “voice” of Ruggable in the front lines, interacting with customers primarily via phone, email and chat. The ideal candidate is someone with prior experience working in customer service, has a positive attitude, and also thrives in a fast-paced work environment.

This role offers flexible working with the option to work in our London office, Birmingham office or remotely. We have big plans for Ruggable’s growth in the UK and Europe and this role is integral to our success. This is a great opportunity for a highly motivated candidate looking for training, career progression and to be part of a collaborative, high performing team!

Expected hours per week: 40

Location: Hybrid onsite schedule in either London or Birmingham, or option to work remote in the UK

What You’ll Do: 

  • Serve as the “voice” for Ruggable in the front lines, delivering excellent customer service experiences via email, chat and phone
  • Track and meet KPI targets (service level agreement/first response time, quality, customer satisfaction, etc.)
  • Take ownership of issues and put our Customers First to help resolve their problems
  • Provide timely and thorough resolution to customer inquiries (common inquiries include: returns, cancellations, exchanges, tracking and status updates, product recommendations, etc.)
  • Collaborate with other functions (Tech, Ops, Product, etc.) to maintain expert-status on knowledge of the products / features
  • Communicate with management to escalate problems and recommend resolutions

What You’ll Need to Have:


  • Fluent in German and English, both written and spoken
  • Professional written and verbal communication skills 
  • Ability to process inbound customer requests via phone, email and chat 
  • Able to solve problems with empathy and patience
  • Team player with a positive ‘can-do’ attitude
  • Proficiency with spreadsheet applications (i.e., Google Sheets, Microsoft Excel)
  • Must be a self starter and multi-tasker - while remaining responsible and detail-oriented


  • Experience with e-commerce companies (i.e., websites + apps) 
  • Familiarity with Zendesk and Shopify 
  • Experience in customer care or customer service


  • $25,000 - $28,000 GBP per year (dependent on experience) 
  • Annual bonus depending on level of role

At Ruggable, we offer competitive compensation and benefits packages. Ruggable is an Equal Employment Opportunity employer. We proudly recruit and hire a diverse workforce and are committed to creating an inclusive environment for all employees.

If you are based in California, we encourage you to read this important information for California residents linked here.

To all recruitment agencies: Ruggable does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias, Ruggable employees or any other company destination. Ruggable is not responsible for any fees related to unsolicited resumes.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • typescriptLanguages
    • GraphQLLanguages
    • ReactLibraries
    • React.jsLibraries
    • Node.jsLibraries
    • Node.jsFrameworks
    • PostgreSQLDatabases
    • AWS RedshiftDatabases
    • AWS LamdasDatabases
    • AWS SMSDatabases
    • AWS GlueDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • RAnalytics
    • SQLAnalytics
    • TableauAnalytics
    • LookerAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • InDesignDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • ShopifyCMS
    • KlaviyoCRM
    • YotpoCRM
    • KlaviyoEmail


Following Ruggable's rapid growth, we have expanded into three different office locations within about a mile of each other in the South Bay area.

An Insider's view of Ruggable

What’s the vibe like in the office?

There's a very "driven" feeling in the office. Everyone is trying to put out excellent work and keep pushing the product and the company forward. At the same time, everyone is gracious and big ego's are not common. There is an attitude of perpetual growth and learning at every level.


Graphic Design Manager

What projects are you most excited about?

I'm most excited about projects that we're undertaking to enhance our Customer Experience. Some of the most immediate projects are expanding the different channels we communicate with customers on including phone and chat. We're also looking into standing up more self-service customer friendly tools so customers always know their order status.


Customer Experience Director

How has your career grown since starting at the company?

Ruggable’s culture lends itself to entrepreneurial go-getters looking for rapid career growth. Team members are given a ton of autonomy and trusted to deliver value. Once you prove yourself, your scope and responsibilities grow quickly. I joined as an individual contributor, and one year later I’m leading a large team as Director of Core Product.


Director of Core Product

How do you empower your team to be more creative?

I find the best way to foster creativity is, ironically, to provide a healthy set of constraints and guiding principles. This creates a tremendous amount of focus and problem solving around the limitations in creative ways. It's like providing the outline of a coloring book and giving your team access to and ownership over all the colored pencils!


Chief Marketing Officer

What are Ruggable Perks + Benefits

Ruggable Benefits Overview

We value our team members as much as we value our customers. Here are just some of the benefits we offer for being part of our team:

Strong Company Culture
Fun Team Events
Career Growth Opportunities
Casual Dress Code
Emphasis on Work/Life Balance
Employee Discount

Partners with nonprofits
Ruggable sponsors animals through Face4Pets, provides rug donations through A Sense of Home and Chicago Furniture Bank, and plans to plant 100,000 trees in 2020 through One Tree Planted.
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
Ruggable promotes a work-life balance by allowing employees a flexible work schedule that includes flexible start and end times.
Remote work program
Mandated unconscious bias training
Diversity employee resource groups
Health Insurance & Wellness Benefits
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
First Friday Yoga, Peloton Online subscription
Team workouts
Mental health benefits
Financial & Retirement
401(K) matching
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Vacation & Time Off Benefits
Unlimited vacation policy
Paid holidays
Office Perks
Company-sponsored outings
Free snacks and drinks
Our kitchens are always fully stocked with the latest snacks, a robust coffee/espresso/tea bar, and ever-changing LaCroix flavors.
Some meals provided
Ruggable's tradition of monthly Food Truck Tuesdays are paired with a rotating list of local LA food trucks (including In-N-Out!).
Company-sponsored happy hours
We host monthly company-wide happy hours to socialize and wind down with our Ruggable family.
Onsite office parking
Free parking on-site at our offices.
Recreational clubs
Relocation assistance
Fitness stipend
Home-office stipend for remote employees
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Continuing education available during work hours
Online course subscriptions available
Customized development tracks

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