Customer Support Partner – T2

Are you ready to embark on a thrilling journey with us? We’re seeking a passionate Customer Support Partner – T2 to join our dynamic Operations team. As we soar into the realm of cutting-edge fintech, you’ll play a pivotal role in shaping our Customer Support and Operations landscape. Since we are an early-stage company, you will need to be comfortable with change as well as be willing to bring new ideas to the table. Join us and become part of our journey to empower the lives of millions!

Be the Voice of Our Customers

Act as a key representative of our company, addressing complex product enquiries and technical issues that go beyond the scope of Tier 1 support. Engage with both B2C and B2B customers, adapting support approaches to meet the unique needs of each user. Collaborate with the Operations Lead to enhance customer-focused processes, ensuring our service consistently sets industry standards.

Solve Complex Issues

Take ownership of resolving support tasks, including:

• Bank transfer discrepancies
• Card transaction concerns
• Dispute resolution
• Escalated support cases

Support Card Logistics Operations

Work alongside the Lead of Operations to streamline and execute the card distribution process, maintaining high standards of accuracy and efficiency.

Forge Partnerships

Liaise with our BPO support teams and external banking partners to resolve transaction-related issues and technical faults promptly, ensuring smooth and reliable customer experiences.

Fuel Innovation

Channel customer feedback directly to our product team, influencing the evolution of our revolutionary offerings.

Growth

There are opportunities to grow into various roles within the Operations team depending on your background, interests, and career goals.

Diverse Team

In our open team environment, we encourage everyone to be who they are.

Qualifications & Experience

• 3+ years of customer support experience, ideally within fintech, banking, or SaaS. While experience in financial services is preferred, we’re open to candidates with strong customer support backgrounds from other industries.
• This role also offers opportunities to grow within our operations team, making it a great fit for someone looking to broaden their career path.
• Familiarity with financial products such as digital wallets, investments, payments, or lending platforms is desirable but not mandatory.
• Experience with CRM tools (e.g., Zendesk, Jira, Intercom).
• Strong communication skills (written and verbal), with the ability to explain complex financial concepts simply.
• Empathetic, patient, and solution-oriented approach to problem-solving.
• High attention to detail and accuracy, especially in financial or regulatory matters.
• Ability to handle sensitive data with discretion and in line with compliance standards.
• Comfortable with troubleshooting user issues on web and mobile platforms.
• Knowledge of KYC, AML, GDPR, complaints and compliance basics is desirable.
• Understanding of fraud prevention measures and how to spot suspicious activity is desired.
• Bachelor’s degree preferred, ideally in business, social sciences, or a related field (not always required if experience is strong).
• English is the primary language used in our operations, and proficiency in German is not necessary for this role.