Customer Success Advisor

Company Overview

The Company Small businesses move fast. Opportunities often don’t wait, and cash flow pressures can appear overnight. To keep going, and growing, SMEs need finance that’s as flexible and responsive as they are. That’s why we built iwoca. Our smart technology, data science and five‑star customer service ensures business owners can act with the speed, confidence and control they need, exactly when it’s needed. We’ve already cleared the way for 100,000 businesses with more than £4 billion in funding and we’re driven to help even more SMEs succeed.

The Role

Customer Service Advisors are the first point of contact for potential customers as well as new and existing customers, and thus the “face” of iwoca. You will handle incoming calls, emails and web chats, supporting entrepreneurs with general inquiries, new applications and repeat loans. You will help customers understand and use our products, encouraging them to reach their business goals. You will also reach out to partners and prospects, such as hair salons, dental practices, financial advisory services and banks, to convey our mission and value.

Requirements

• Demonstrated curiosity about AI tools, comfortable using them to solve problems and improve work quality, with good judgement and ability to explain your reasoning.
• Enjoy communicating with customers and live customer‑centricity; your greatest motivation is achieving success with our customers.
• Completed a commercial or business studies qualification (e.g., kaufmännische Ausbildung / betriebswirtschaftliches Studium) and can add value with relevant experience in customer service, especially in banking or fintech.
• Highly motivated, organised, a true team player with a hands‑on mentality.
• Excellent communication skills and high‑quality German; a good understanding of English so international meetings are smooth.
• An independent, team‑oriented and reliable way of working is a given.

Your Mission

• Ensure overall customer satisfaction and handle inquiries via phone, email or web chat promptly and efficiently.
• Answer questions about our products, the application process and our service, supporting new and existing customers.
• Assist entrepreneurs in completing their applications and providing necessary documents for a credit decision.
• Collaborate with internal teams to achieve the best outcome for our customers.
• Proactively provide insights on customer feedback, process improvement opportunities and competitive offerings.

Salary

€30,000 — €38,000 per year, with opportunity to discuss salary goals during application.

Benefits

• 26 vacation days a year plus a free birthday holiday.
• One‑month fully paid sabbatical after 4 years.
• Mental health support with direct access to certified psychologists via OpenUp.
• Corporate benefits, including ski chalet and summer trip weekends, gym membership support, Deutschlandticket contribution, and pension with Canada Life.
• Paid volunteer day to support a charity of your choice.
• Fully stocked office fridges and healthy and less‑healthy snacks for the day.

Work‑Life Balance & Culture

Flexible and hybrid working—split time between office and home. We promote inclusivity and diversity as core values, and encourage independent thinking, evidence‑based decisions, and continual learning.

Office Locations

• London, Leeds, Berlin and Frankfurt with snacks and drinks.
• Events and community activities, such as running groups, padel, ping‑pong and pool competitions.

Additional Learning & Development

• Learning and development budget, including a book budget and German learning budget.
• Company‑wide talks with internal and external speakers, and access to learning platforms like Treehouse.