• Provide prompt and efficient support to our customers within agreed SLAs, responding to requests for support via email, chat and phone
• Pro-actively seek solutions to customers’ problems, collaborating with other teams as needed
• Achieve target levels of customer satisfaction and first contact resolution
• Communicate in a friendly, positive and professional manner
• Conduct manual fraud reviews and identify emerging fraud trends
• Identify opportunities to improve our processes and implement solutions
• Work closely with other teams like Collections, Payment Operations and Customer Success to improve customer experience and resolve operational issues
• Provide input to the Product / Tech roadmap based on customer feedback

Who we’re looking for

• Fluent in English and German, excellent verbal and written communication
• Experience in a customer facing role 2+ years
• Strong problem-solving skills and attention to detail
• Desire to go above and beyond for customers
• Strong organisational skills and ability to prioritis