Customer Service Specialist - German / English (f/m/d)– incl. Second Level Support

Customer Service Specialist - German / English (f/m/d)– incl. Second Level Support At Moss, we give finance professionals the power to automate their day-to-day and make forward-thinking decisions. Our team and culture make us unique — we’re driven by impact and growth, where every one of us strives to learn and excel. Recognised by Sifted’s Rising 100 https://sifted.eu/rankings/b2b-saas-rising-100-2024 and LinkedIn's Top Startups https://www.linkedin.com/pulse/linkedin-top-startups-2024-20-aufstrebende-unternehmen-bjd0c/, we’re here to help propel your career and together, make Moss a lasting success. Our Customer Support team is seeking a Customer Service Specialist (f/m/d) As a Customer Service Specialist for our German or Dutch customers (DE/ENG OR NL/ENG), you’ll be not only working with our customers but also gaining valuable insights about the product functionality and impact. This role isn’t just about resolving queries—in some of the cases you would need to use an investigative approach, diving into more complex cases such as potential fraud investigations or payment issues. You will be working with multiple stakeholders across the company, ensuring customer issues are resolved, while continuously learning and growing in a dynamic, fast-paced environment. 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. Your responsibilities Here's a bit more on what you can expect to be doing day-to-day: - You handle customer support queries via calls, chat, and emails, acting as the first point of contact - You gain insights about our customers’ needs through your interactions and channel these back to our product team to improve our customer experience - You continuously innovate and optimize internal processes with the team to elevate the customer experience - You not only support our customers, but also the team on topics such as shift management or technical leadership - You are working in projects to improve the support experience - You take ownership of selected Second Level Support cases, supporting deep-dive investigations into more complex or technical issues. About you We think you’ll need the following experience and qualifications to succeed in the role: - Previous experience in customer-facing roles - Fluent in DE/ENG OR NL/ENG (both at C1 level). In addition, here are the skills and attributes we are looking for: - Methodical thinker - You have a data-driven, structured, and solution-oriented way of working, you work through priorities calmly and systematically. - Proactive problem-solver - You take ownership in finding solutions to complex problems, and you go one step further in looking for solutions that stop the problem from happening again. - Clear Communicator - You are able to communicate complex topics to a range of audiences in a clear, concise, and expert manner in written and oral form. You remain composed in difficult situations. - Customer oriented - You empathize with your customer’s challenges and pain points to better understand their needs and find a swift solution. - Quick learner - You are quick to understand new technologies, processes, and products, and you enjoy keeping up-to-date and learning. You are keen to understand internal and the customers' financial processes. About Moss Moss is a SaaS scale-up founded in Berlin, with a team of 300+ people from 50+ nationalities in 5 offices across Europe. Our ambition is bold: to power every SMB’s spend across Europe - fully digital, AI-driven, and seamlessly integrated for complete control. To date, over 5000 businesses in Germany, Netherlands and the UK use Moss’ leading spend management product, with modules such as corporate cards https://www.getmoss.com/corporate-credit-card, accounts payables https://www.getmoss.com/accounts-payable, employee cash reimbursements https://www.getmoss.com/reimbursements and ... (truncated, view full listing at source)