Customer Support Specialist - German / English (f/m/d)

Moss
Berlin
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Skills: ["Methodical thinking","Proactive problem-solving","Clear communication","Customer orientation","Quick learning"]

Handle customer support inquiries for German customers via calls, chat, and email as the first point of contact. Triage complex cases using an investigative approach, including potential fraud or payment issues, and resolve customer problems while coordinating with multiple stakeholders. Capture customer needs and feed insights back to the product team to improve customer experience. Continuously optimize support processes, collaborate on shift management or technical leadership, and work on projects to enhance support.

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FursaFursa
Moss
Moss
1 month ago

Customer Support Specialist - German / English (f/m/d)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live

Job Summary

Handle customer support inquiries for German customers via calls, chat, and email as the first point of contact. Triage complex cases using an investigative approach, including potential fraud or payment issues, and resolve customer problems while coordinating with multiple stakeholders. Capture customer needs and feed insights back to the product team to improve customer experience. Continuously optimize support processes, collaborate on shift management or technical leadership, and work on projects to enhance support.
Location: Berlin
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Handle customer support queries via calls, chat, and emails as the first point of contact
  • •Gain insights into customer needs through interactions and share them with the product team to improve customer experience
  • •Investigate complex cases, including potential fraud investigations or payment issues, to resolve customer problems
  • •Continuously innovate and optimize internal processes with the team to elevate customer experience
  • •Support customers and the team on shift management or technical leadership, and work on projects to improve the support experience

Pay and Benefits

Perks:Learning Budget

Key Requirements

  • •Previous experience in a customer-facing role
  • •Fluent German (C1) and English (C1)
  • •Methodical, data-driven, structured, and solution-oriented approach to work
  • •Proactive problem-solving with ownership for complex issues
  • •Clear communication skills for written and oral delivery across audiences
Experience:SaaS
Skills:Methodical thinkingProactive problem-solvingClear communicationCustomer orientationQuick learning
Languages:GermanEnglish

Company Brief

Moss
Berlin-based fintech providing spend management software, corporate cards, invoice and expense automation for SMEs and finance teams, enabling real-time control of company spending and integrations with accounting/ERP systems.
Industry: Fintech Infrastructure
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Valuation: USD 500M to 1B
Funding: Series B
Headquarters: Berlin, Germany
Founded: 2019
Glassdoor
Glassdoor: 3.4
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