Customer Support Representative

About the Role

Join an expanding FinTech organization based in Munich as a vital member of a small, dedicated Client Support team focused on delivering excellent customer experiences. This permanent, full-time role primarily requires on-site presence with some allowance for remote work, offering a significant chance to influence client satisfaction, refine operational workflows, and support company growth.

Key Responsibilities

• Work alongside Sales, Operations, and Compliance teams to facilitate seamless trade processing and quickly resolve any arising issues.
• Provide comprehensive training and continuous assistance to customers to help them navigate processes effectively, aiming to reduce recurring support inquiries.
• Proactively manage outstanding receivables to assist in maintaining healthy cash flow.
• Oversee, track, and report on open trades requiring wire instructions, escalating potential problems concerning settlements when necessary.
• Ensure customer data is meticulously maintained within Salesforce and document all client communications appropriately.
• Handle routine customer complaints autonomously while forwarding complex concerns to the relevant teams or management.
• Adhere strictly to GDPR, CASS, and internal compliance policies while serving as a primary contact for compliance-related questions.
• Provide exemplary customer service and foster strong client relationships.

Required Qualifications and Skills

• Proficiency in German (C2 level) and English (C1 level).
• Minimum of one year experience in client support or comparable customer-facing positions.
• Advanced capabilities in Microsoft Office, especially Excel and Outlook.
• Confident user of CRM platforms such as Salesforce or equivalents.
• Strong interpersonal and communication skills.
• Flexible, proactive, and keen to adapt and grow within a dynamic work environment.

Preferred Experience

• Background in banking, financial services, or related sectors.

Compensation and Benefits

• Permanent, full-time appointment with a yearly salary ranging from €45,000 to €50,000.
• Annual performance-based bonus up to €12,000, distributed monthly and linked to the commercial team's success.
• Entitlement to 25 days of paid annual leave.
• Opportunity to be part of a scaling team with tangible impact from your contributions.
• Supportive culture with collaborative teamwork.
• Regular social and team-building activities, including sports and wellness programs.
• Flexibility for occasional remote work from home.

Recruitment Process

• Initial interview with the Managing Director.
• Follow-up interview with the Client Support Team Lead.
• On-site team meeting concluding with the final interview.