Customer Service Specialist - German / English– incl. Second Level Support

About the role

This is a Customer Service Specialist position supporting German or Dutch customers, handling both first-line support queries and selected second-level investigations. You'll work with multiple stakeholders to resolve customer issues while gaining valuable product insights and contributing to process improvements.

What you'll do

• Handle customer support queries via calls, chat, and emails as first point of contact
• Channel customer insights back to product team to improve customer experience
• Continuously innovate and optimize internal processes to elevate customer experience
• Support the team on shift management and technical leadership topics
• Work on projects to improve the support experience
• Take ownership of selected Second Level Support cases for complex investigations

What you'll need

• Previous experience in customer-facing roles
• Fluent in German/English OR Dutch/English (both at C1 level)
• Methodical, data-driven and solution-oriented approach to work
• Proactive problem-solving skills with ownership mindset
• Clear communication skills for complex topics across different audiences
• Customer-oriented mindset with strong empathy
• Quick learner with interest in new technologies and financial processes

What they offer

• Top-of-market compensation package including equity
• Vibrant office culture with weekly breakfasts and Friday demos
• 20 days "work from abroad" allowance
• 600 EUR Learning & Development budget