Merchant & Customer Support (German Speaker)

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.

📍 Valencia, Spain - Hybrid

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 🕗

✅ 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 🚀.
  
  

💚 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 📈.

 

Groupon is an AI-First Company
We’re committed to building smarter, faster, and more innovative ways of working—and AI plays a key role in how we get there. We encourage candidates to leverage AI tools during the hiring process where it adds value, and we’re always keen to hear how technology improves the way you work. If you’re passionate about AI or curious to explore how it can elevate your role—you’ll be right at home here.

Groupon’s purpose is to build strong communities through thriving small businesses. To learn more about the world’s largest local e-commerce marketplace, click here. You can also find out more about us in the latest Groupon news as well as learning about our DEI approach. If all of this sounds like something that’s a great fit for you, then click apply and join us on a mission to become the ultimate destination for local experiences and services.

Beware of Recruitment Fraud: Groupon follows a merit-based recruitment process without charging job seekers any fees. We've noticed an increase in recruitment fraud, including fake job postings and fraudulent interviews and job offers aimed at stealing personal information or money. Be cautious of individuals falsely representing Groupon's Talent Acquisition team with fake job offers. If you encounter any suspicious job offers or interview calls demanding money, recognize these as scams. Groupon is not responsible for losses from such dealings. For legitimate job openings (and a sneak peek into life at Groupon), always check our official career website at Groupon Careers