Customer Support Specialist - German / English (f/m/d)

About the role

Customer Support Specialist - German / English (f/m/d) 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 and LinkedIn's Top Startups, we’re here to help propel your career and together, make Moss a lasting success. Our Customer Support team is seeking a Customer Support Specialist (f/m/d). As a Customer Support Specialist for our German customers, 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. 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 About you We think you’ll need the following experience and qualifications to succeed in the role: - Previous experience in a customer facing roles - Fluent German (C1) and English (C1) 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, products, and 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, accounts payables, employee cash reimbursements and procurement. Moss has raised a total of €180 million in funding and is backed by the most renowned tech investors including Valar Ventures, Tiger Global, Global Founders Capital, Cherry Ventures and A-Star. Be part of a culture that thrives on impact and speed, where you can take bold moves, learn fast and accomplish more. We’re a place where you can fast track your career - here's what else to expect: - Top-of-market compensation package, including equity. - Our vibrant offices are at the heart of our culture, where in-person time fuels collaboration and connection over weekly breakfasts and Friday demos. - Additional benefits include: 20 days “work from abroad”, 600EUR/GBP Learning & Development Budget, and other local benefits. Unless stated otherwise, benefits apply to full-time positions (interns and working students receive a tailored package). By applying for the above position, you will confirm that you have reviewed and agreed to our Data Privacy Policy. Berlin

Key responsibilities

• check_circleCollaborate with the team on day-to-day project tasks
• check_circleLearn tools and processes used by the organization
• check_circleDocument work and participate in team meetings
• check_circleSupport quality checks and continuous improvement

Requirements

• check_circleYou handle customer support queries via calls, chat, and emails, acting as the first point of contact
• check_circleYou gain insights about our customers’ needs through your interactions and channel these back to our product team to improve our customer experience
• check_circleYou continuously innovate and optimize internal processes with the team to elevate the customer experience
• check_circleYou not only support our customers, but also the team on topics such as shift management or technical leadership
• check_circleYou are working in projects to improve the support experience
• check_circlePrevious experience in a customer facing roles
• check_circleFluent German (C1) and English (C1)
• check_circleMethodical thinker - You have a data-driven, structured and solution-oriented way of working, you work through priorities calmly and systematically.
• check_circleProactive 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.
• check_circleClear 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.
• check_circleCustomer oriented - You empathize with your customer’s challenges and pain points to better understand their needs and find a swift solution.
• check_circleQuick learner - You are quick to understand new technologies, processes, products, and enjoy keeping up to date and learning. You are keen to understand internal and the customers' financial processes.

Skills & keywords

Benefits & perks

• check_circleMentorship
• check_circleCertificate of completion
• check_circleFlexible work arrangement where applicable