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

About the role

As a Customer Service Specialist for German or Dutch customers (DE/ENG or NL/ENG), you'll be working with customers and gaining valuable insights about the product functionality and impact. This role isn't just about resolving queries — in some cases you would need to use an investigative approach, diving into more complex cases such as potential fraud investigations or payment issues. Alongside first-line support, you will also take on selected Second Level Support cases, giving you exposure to more complex investigations and deeper product expertise.

What you'll do

• Handle customer support queries via calls, chat, and emails, acting as the first point of contact
• Gain insights about customers' needs through interactions and channel these back to the product team to improve customer experience
• Continuously innovate and optimize internal processes with the team to elevate the customer experience
• Support the team on topics such as shift management or technical leadership
• Work in projects to improve the support experience
• Take ownership of selected Second Level Support cases, supporting deep-dive investigations into more complex or technical issues

What you'll need

• Previous experience in customer-facing roles
• Fluent in DE/ENG or NL/ENG (both at C1 level)
• Methodical thinker — data-driven, structured, and solution-oriented way of working
• Proactive problem-solver — takes ownership in finding solutions to complex problems and looks for solutions that stop the problem from recurring
• Clear communicator — able to communicate complex topics to a range of audiences in written and oral form; remains composed in difficult situations
• Customer oriented — empathizes with customers' challenges and pain points to find swift solutions
• Quick learner — quick to understand new technologies, processes, and products

What they offer

• Top-of-market compensation package, including equity
• 20 days "work from abroad"
• 600 EUR/GBP Learning & Development Budget
• Weekly office breakfasts and Friday demos