About Cozy Heaven
Cozy Heaven is a fast-growing German bedding brand on a mission to revolutionise sleep with luxurious, responsibly produced fabrics that feel softer than cotton from night one.
Our vision goes beyond the bed. We are creating a world where everyone can build a cozy home they are happy to return to. Today that starts with your bed, but soon it will expand to a full range of products designed to bring warmth, calm, and comfort into every space.
We are part of Everest, an early-stage but ambitious AI-driven holding company backed by €12 million in funding. Everest acquires and scales customer-centric brands by embedding intelligence across every layer of commerce, connecting technology, operations, and creativity into one smart system. Everest is built on trust and ownership. We value people who think clearly, move fast, and take pride in delivering real results. You will work closely with tech, marketing, and operations teams who help turn customer insights into lasting improvements across Cozy Heaven and beyond.
Why this role matters
This is an important position for Cozy Heaven and Everest. You are the voice of the customer and the bridge between people and the brand. You will build a community, listen carefully, and translate customer experiences into company-wide improvements. Your ideas and empathy will help us create not only satisfied customers but true fans who feel part of something special.
What you’ll do
* Be the warm and reliable voice of Cozy Heaven, ensuring every customer feels heard and cared for.
* Turn customer feedback into insights that improve our products, communication, and processes.
* Build and nurture a community of Cozy Heaven fans through proactive and personal communication.
* Handle orders, returns, and disputes using tools such as Shopify, PayPal, and Gorgias.
* Support customers across e-mail, WhatsApp, live chat, social media, and Amazon.
* Use AI tools to personalise support and make each customer interaction smoother.
* Collaborate with Everest teams to identify trends and translate them into action.
What we offer
* A dynamic and impactful role in a fast-growing e-commerce brand that listens to its customers.
* A supportive, high-talent culture built on trust, ownership, and direct feedback.
* Access to Everest’s shared AI and technology infrastructure to make your work smarter and faster.
* Employee discounts, free products and flexibility to work remotely within Germany.
* The chance to shape Cozy Heaven’s customer experience and contribute to Everest’s mission to build the most ambitious AI-native holding companies.
* Native German speaker with excellent English communication skills, both written and spoken.
* Strong social intelligence and empathy. You can understand people deeply and translate customer feedback into clear, actionable improvements that shape products and processes.
* Tech-curious and adaptive, comfortable using, improving, and selecting new tools, including AI technology, to enhance customer communication and experience.
* Customer-first mindset with genuine enthusiasm for helping people, solving problems, and creating memorable experiences.
* Reliable, organised, and self-motivated, able to manage multiple tasks independently while maintaining quality and attention to detail.
* Experience in customer service or e-commerce is highly valued, especially with Shopify, PayPal, Gorgias, and dispute management systems.
* Growth-oriented attitude, always looking for ways to improve, learn, and turn feedback into progress.
* Collaborative mindset, working closely with marketing, tech, and operations teams to connect customer insights to the company’s growth and culture.