Customer Support Specialist(m/w/x)

Description

End-to-end resolution of complex B2B payment issues and technical root cause analysis for engineering teams. Minimum 2 years of experience in fintech or regulated B2B operations required. API-first platform environment, transparent knowledge exchange culture.

Requirements

• •Persistence in problem solving
• •Comfort with ambiguity and proactive learning
• •2+ years experience in B2B Support, Operations, or Fintech
• •Comfort working in regulated environments
• •Strong attention to detail
• •Proactive process improvement skills
• •Balance of commercial urgency and compliance
• •Experience navigating CRM tools and admin panels
• •Understanding of APIs and accounting integrations
• •Knowledge of basic financial concepts
• •Exceptional written and verbal communication skills
• •Ability to explain complex concepts simply
• •Willingness to provide occasional holiday coverage
• •Fluency in German and English

Tasks

• •Own complex client issues end-to-end
• •Communicate with clarity and confidence
• •Investigate root causes of issues
• •Distinguish between user and system errors
• •Provide technical feedback to Engineering
• •Bridge operations between Compliance and Sales
• •Triage AML, KYC, and fraud alerts
• •Validate data before client involvement
• •Manage service recovery for high-value accounts
• •Collaborate with Sales, Product, and Risk
• •Identify and fix process friction
• •Rewrite and update standard operating procedures
• •Maintain a global single source of truth
• •Reproduce and document technical errors
• •Create clean bug reports for Engineering
• •Configure card types for specialized verticals
• •Set up entity-specific spending limits
• •Troubleshoot data sync errors with DATEV and Xero
• •Align client configurations with business models

Tools & Technologies

Benefits