Customer Support Specialist (Chat) (m/w/d)

Employment Type: Full-Time Location Type: Remote Salary: [Salary information not provided]

Position Overview

Ostrom is on a mission to build Europe’s leading energy management platform to provide fair, clean energy to everyone. We are a fast-growing start-up and a digital energy provider looking for a motivated Customer Support Specialist (Chat) to join us in revolutionizing the electricity market. We foster a transparent, flexible, and results-oriented work culture.

Responsibilities

• Serve as the first point of contact for customers via live chat, providing quick, friendly, and efficient assistance for all inquiries.
• Manage operational processes such as customer changes and billing questions, ensuring smooth day-to-day operations.
• Develop a strong understanding of energy industry processes (e.g., EDIFACT, market communication) – we will provide the necessary know-how.
• Identify recurring challenges in chat interactions and contribute ideas for improving our processes, FAQs, and automations.

Requirements

• Experience in customer service, ideally via chat or another text-based channel.
• Solution-oriented mindset with empathetic communication skills and a passion for helping people.
• Interest in the energy industry – prior experience is a plus but not required.
• Ability to manage multiple concurrent chats and prioritize tasks in a structured manner.
• Fluent German (C1) and good English (minimum B2) language skills.
• Strong team player with a passion for working in a growing, dynamic environment.
• High quality standards for yourself and others, with a motivating "can-do" mentality.

Nice to Have

• Initial knowledge of energy industry processes, e.g., supplier changes, electricity billing, or market communication.
• Familiarity with tools such as Excel, Notion, Intercom, Zendesk, or similar platforms.

Why Ostrom?

• Environment Impact: Work for a sustainable company helping customers reduce CO2 emissions.
• Flexibility: We are a remote-first company and intend to maintain this flexibility. Office space is available in Berlin Mitte (with a rooftop terrace).
• Stock Options: Attractive compensation package including stock options.
• Trusting Team: Flat hierarchy and transparent company culture where every voice matters. Daily calls and minimal bureaucratic meetings.
• Fair Compensation & Benefits: Competitive pay and flexible corporate benefits (e.g., Urban Sports, Deutsche Bahn, Dance, BVG- Firmenticket, Futurebens etc.) and legendary team events.

About Us

Ostrom is Germany's fastest-growing green and digital Certified B Corp™ energy provider, driving the energy transition by making renewable energy more accessible and inclusive. We offer variable tariffs, dynamic pricing, smart EV charging, heat pump & solar optimization, and Germany's first virtual power plant, NeoGrid™.

At Ostrom, you will work in a dynamic and open environment where you have the space to be yourself, take on challenges, and grow. We believe in open and transparent communication, from weekly town halls to quarterly company updates and retrospectives. Feedback is a two-way street! We celebrate success together with Friday happy hours, team, and company events. We value flexibility, allowing everyone to work where they are most productive.

Application Instructions

[Application instructions not provided]