Summary

What you'll do

1. Provide high-quality customer support to EU and German-speaking customers through multiple channels, including email and live chat.
2. Handle customer inquiries, complaints, and complex cases, conducting thorough investigations using internal systems and tools, and ensuring all outcomes are accurately documented in designated platforms.
3. Support customers on product, account, and transaction-related issues while adhering to EU regulatory and compliance standards.
4. Collaborate closely with internal teams (e.g. Product, Compliance, Risk, Operations) and external partners to resolve customer issues and improve overall service quality for the EU market.
5. Maintain strong awareness of EU customer expectations, cultural nuances, and service standards to deliver a professional and customer-centric experience.
6. Stay up to date with the company’s products, services, and EU market / industry trends to provide accurate and timely support.
7. Escalate high-risk, sensitive, or unresolved cases in line with established procedures and the operational escalation matrix.

What you'll need

1. Diploma or Bachelor’s Degree in any related field.
2. Minimum 1 year of customer service experience, preferably supporting EU customers in banking, financial services, fintech, crypto, or other regulated industries.
3. Native or fluent German (spoken and written) — mandatory, with strong customer-facing communication skills.
4. Good working proficiency in English (spoken and written) for internal communication and documentation.
5. Familiarity with EU compliance-driven environments (e.g. KYC, AML, GDPR) is a strong advantage.
6. Willingness to work on a rotational schedule to support 24x7 operations, including public holidays as required.
7. Strong interpersonal and communication skills, with the ability to handle escalations and challenging customer interactions calmly and professionally.
8. Solution-oriented mindset with sound judgment and cost-aware decision-making.
9. Excellent time management and multitasking skills in a fast-paced, high-volume support environment.
10. Quick learner who adapts well to change and acts on feedback constructively.

Skills

• Communications Skills
• Compliance Knowledge
• Team Collaboration