Premium German Support Associate (Subscription Plans)

Comfortable talking to customers on the phone and liaising with member queries. Minimum of 1.5 years of relevant experience as a phone customer support associate. Very good verbal and written German (C1 or higher). Comfortable using industry tools like Kustomer, GSuite, Microsoft Office and Jira. Upbeat and energetic with solid problem-solving skills. Robust communication with the customer and back to the business. Ability to self-drive and multitask. Strong team collaboration skills, high ethics and morale. Experience in Fin-tech, a start-up or a fast-growing tech company (asset). Experience working in subscription and/or app-based business models (asset). Experience with membership programs (asset). Analytics knowledge to understand member plan usage and optimization (asset).

Communicate daily with customers mainly over the phone. Provide first-class support over chat and email based on capacity and voice volume. Follow established procedures and guidelines, and participate in creating new processes or improving existing ones. Deliver a 5-star customer experience based on pre-defined metrics. Handle banking challenges like unfamiliar transactions, missing payments, and direct debits. Mentor new members of the team and support them with experience. Monitor usage and identify new opportunities based on customer feedback and industry trends. Participate in tailor-made trainings to elevate skills and knowledge. Work on shifts, including weekends and holidays.