Your German inbox, answered by a German.
Email support for US and UK e-commerce brands selling into Germany, without putting a German employee on payroll. Every customer reply written personally by one native speaker. No machine translation. No AI-generated replies.
Email-based. No sales call required.
German
Four years in international customer support
Two years leading a support team
Utah, USA · Mountain Time
Your storefront speaks German. Your support doesn't.
You localised the product pages. You priced in euros. You sorted shipping and VAT and returns logistics.
Then a German customer writes in about a parcel that hasn't arrived, and the reply goes out in English, or in German that reads like it came out of a machine.
It lands at the worst possible moment.
Nobody contacts support when they're happy. The awkward reply arrives during a late delivery, a damaged item, a return. That is exactly when the customer is deciding whether you're worth the trouble.
German shoppers know their rights.
Returns, cancellations and the Widerrufsrecht are legally defined and widely understood in Germany. Vague or translated wording on those topics reads as evasive.
Nobody owns the queue.
When German tickets get absorbed into an English-speaking team, no one sees the pattern behind them: the product page that keeps causing the same sizing complaint, the shipping estimate that keeps being wrong.
The mistakes aren't grammar mistakes.
Translation software produces German that is technically correct. That's the problem. Correct German can still be the wrong German.
„Während der Geschäftszeiten sind wir bemüht, alle E-Mails innerhalb von 48 Stunden zu beantworten.“Grammatically flawless. But bemüht is a loaded word in German. In an employment reference, „er war stets bemüht“, meaning he was always endeavouring, is a coded way of describing someone who tried and failed. For many German adults, it echoes the well-known employment-reference phrase.
So the sentence doesn't read as a service promise. It reads, faintly, as an apology in advance.
„Wir antworten während unserer Geschäftszeiten innerhalb von 48 Stunden. Am Wochenende kann es etwas länger dauern.“A grammar checker will not flag this because the German is grammatically correct. Note what the fix does not do: it keeps the brand's own stated 48 hours rather than inventing a faster promise. The 48-hour German page and the 24-hour English page are a conflict only the brand can resolve, and surfacing it is the job. Rewriting their service level is not.
Three steps, all by email.
You email
Send your store URL, current helpdesk, and approximate German ticket volume. I review your public German storefront and help pages, then reply personally.
14-day paid pilot · $375
Up to 50 handled German support tickets, plus a review of your existing German support material, corrected templates, and a short written report.
Monthly coverage · $750/month
Up to 100 handled German support tickets each month. Additional tickets are $8 each. Month to month, with no long contract.
What this saves you.
Hiring a German employee. No recruitment, payroll, benefits or full-time commitment for a queue that doesn't justify one.
Getting on a sales call. The whole service is written. So is the sales process. If you'd rather talk, we can, but you'll never be required to.
Changing your helpdesk. I work inside Zendesk, Gorgias, Freshdesk, Intercom, Help Scout or Amazon Seller Central. Whatever you already use.
Writing German policy yourself. You give me your rules. I apply them, in German, and escalate anything they don't cover.
SW
Sascha Welteroth
Native German
Based in Utah
One person. Named, reachable, accountable.
I'm Sascha Welteroth. I'm German, I live in Utah, and I've spent four years in international customer support and two years leading a support team.
That last part matters more than the language. Being a native speaker means the German sounds right. Having run a support desk means I know what to do when a customer is angry, when a policy doesn't cover the situation, and when the answer is to escalate rather than improvise.
Working from Mountain Time also creates natural overlap with German evening hours.
Want to know what's on your German pages?
That's what the pilot starts with. I read your German queue and your German storefront and tell you what's actually there, before you commit to anything beyond the two weeks.