Serve as the main contact for customers, providing high-quality support through phone, chat, and email. Focus on resolving complicated issues, building trust, and transforming negative experiences into positive ones using empathy, accountability, and clear communication.
Responsibilities
- Provide outstanding customer service across phone, chat, and email, consistently exceeding expectations
- Establish authentic connections with customers, especially during difficult or sensitive interactions
- Listen actively to identify customer needs, concerns, and the underlying causes of problems
- Communicate in a clear, confident, and compassionate manner that customers can easily understand
- Take complete responsibility for customer issues, acting quickly to achieve timely resolutions
- Follow up proactively with customers, honoring commitments and ensuring all issues are fully resolved
- Transform unhappy customers into loyal supporters through exceptional service and personal accountability
- Work closely with internal teams to escalate, monitor, and resolve complex customer cases
- Accurately record all customer interactions and resolution outcomes in internal systems
- Support ongoing improvements by sharing customer feedback and insights from support interactions
Requirements
- Native or fluent proficiency in German, French, Dutch, or Italian, both written and spoken
- Demonstrated history of delivering excellent customer-focused service, regardless of industry
- Strong communication abilities with emotional intelligence to manage high-pressure customer situations
- Genuine empathy and a sincere motivation to assist others
- Ability to remain calm and effective when handling complaints or challenging conversations
- Proactive attitude with reliable follow-through — consistently delivering on commitments
- Comfortable operating in a fast-moving, evolving scale-up environment
- Flexible and adaptable, thriving in times of change
- Skilled in problem-solving and confident in taking ownership of issues
Nice to Have
- Background in fintech, banking, payments, or financial services
- Prior experience in phone-based customer support
Benefits
- Fully remote work arrangement
- Competitive salary
- Monthly bonus of up to 15%, based on individual and team performance
- Stock Option/Shares program
- Access to company flats in Cyprus for the work-and-swim program
- Opportunities to grow skills in a fast-paced FinTech setting
Compensation
Competitive salary. Equity: Stock Option/Shares program. Up to 15% monthly bonus linked to individual and team performance
Work Arrangement
global — Fully remote with shift times between 07:00 and 19:00 CET
- Encourage innovation and maintain an inspiring workplace where bold ideas are welcomed
- Focus on thorough research and rapid implementation of solutions
- Ensure all efforts positively impact users, employees, partners, and the business
- Sustain a start-up mindset with agility and adaptability
- Empower team members to make meaningful contributions
Additional Information
- Shift hours are between 07:00 and 19:00 CET
- Occasional weekend work required approximately once every four to six weeks, scheduled in advance
- Operational support runs on a 7-day basis
- Language requirement: Native or fluent in German, French, Dutch, or Italian (written and spoken)
- Hiring process: Application review → Assessment (within 3 business days) → Final Interview (1 hour) → Offer
