Customer Success Advisor

We're looking for a Customer Service Advisor - German speaking
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 handle incoming calls, emails and web chats, supporting entrepreneurs with general inquiries, new applications and repeat loans. You highly value our customer service and support customers with your excellent communication skills so they can successfully utilise our products.
A fundamental component for our success is to convince and inspire customers and partners of our mission - this ranges from hair salons and dental practices to financial advisory services and banks.

The company
Imagine a world where every small business has the power to thrive. That's the world we're building at iwoca. Small businesses aren't just statistics – they're the heartbeat of our communities, the character of our high streets, and the engine of our economy. Since 2012, we've revolutionised how these businesses access finance, turning what was once a lengthy, frustrating process into something remarkable: funding that's fast, flexible, and actually works for modern businesses.
Our impact speaks for itself: we've provided billions in funding to over 150,000 businesses across Europe, making us one of the continent's leading fintech innovators. But we're just getting started. Our mission? To empower one million businesses with the financial tools they deserve.
We combine cutting-edge technology and data science with genuine human understanding to make finance feel less like a barrier and more like a superpower. Whether it's managing cash flow or seizing unexpected opportunities, we ensure businesses get the funds they need – often within minutes.

Your mission:

• You are responsible for the overall customer satisfaction and ensure that customer inquiries via phone, email or web chat are handled promptly and efficiently.
• You answer questions about our products, the application process and our service in general, supporting both new and existing customers.
• You assist entrepreneurs in completing their applications and providing the necessary documents required for a credit decision.
• You collaborate with various teams within iwoca to achieve the best outcome for our customers.
• You proactively participate in the development of iwoca by providing regular insights on customer feedback, opportunities to improve our processes or new offerings from our competitors.

Requirements:
We look for people who are smart, humble, motivated and always looking to improve.

• You enjoy communicating with customers and live "customer centricity". Your greatest motivation is achieving success with our customers.
• You have completed a commercial training / business studies (kaufmännische Ausbildung / betriebswirtschaftliches Studium) and can add value with relevant professional experience in customer service (experiences in the banking environment or a fintech are a plus).
• You are highly motivated, organised, a true team player and have a 'hands-on' mentality.
• You have excellent communication skills and a high quality of German language. You also have a good understanding of English, so that meetings in our international team don’t cause any problems for you.
• An independent, team-oriented and reliable way of working is a given.

Don’t take this list as prescriptive: it’s just to give you a sense of who might do well at the job. We’d still love to hear from you if you don’t hit every point on the list, or if you have other experience.
Work-life balance is incredibly important at iwoca and we offer flexible working so you can make better use of your free time. This is a hybrid role in which you can split your time between the office and home.
We want to make iwoca a place where everyone feels welcome, where you can confidently be yourself. We understand that inclusivity, and diversity that comes through greater inclusivity, isn't an optional add-on; it's the core ingredient of what makes us great. We care about making iwoca a healthy and happy community for all of our team members to thrive in.

The culture
At iwoca, we prioritise a culture of learning, growth, and support, and invest in the professional development of our team members. We value diversity in thought and skill, and encourage you to explore new areas of interest to help us improve our products and services.

The offices
We put a lot of effort into making iwoca a brilliant place to work:

• Offices in London, Leeds, Berlin, and Frankfurt with plenty of drinks and snacks
• Events and clubs, like bingo, comedy nights, yoga classes, football, etc.

The benefits
A smart, motivated and international team (we represent over 35 different nationalities) with ridiculous growth-mindset.
26 days of vacation a year plus a free day for your birthday.
One-month fully paid sabbatical after 4 years.
Mental health support with direct access to certified psychologists via our partner OpenUp.
iwoca takes over a ski chalet in winter so that you and your team can ski or snowboard (and work) for a week. During summer we are drawn to the sun. We’ve been to France, Italy, Spain, and further afield.
Access to the gym membership program, €25 for either Fit711 or Urban Sports Club.
€25 contribution towards the Deutschlandticket.
Company Pension with Canada Life.
Great office locations. In Frankfurt in the beautiful Ostend, our Berlin office is located centrally at Hackescher Markt.
A paid volunteer day that gives you the opportunity to invest time to support a charity of your choice.
Corporate Benefits discounts.
‘iwocans’ also benefit from fully stocked fridges in our offices with whatever is needed to strengthen them. There are snacks (both healthy and less healthy) for the whole day.

And to make sure we all keep learning, we offer:

• A learning and development budget for everyone, including a book budget.
• Learning German budget.
• Company-wide talks with internal and external speakers.
• Access to learning platforms like Treehouse.