(Senior) Customer Support Specialist - German / English

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.

We are looking for a Senior Customer Support Specialist (f/m/d) .

As a Senior Customer Support Specialist for our German customers, you’ll be working with customers and gaining valuable insights into product functionality and impact.

This role isn’t just about resolving queries; in complex cases you may need to investigate potential fraud or payment issues, collaborating with multiple stakeholders to solve problems in a dynamic, fast-paced environment.

Responsibilities

Here’s a bit more on what you can expect to be doing day‑to‑day:

• Handle customer support queries via calls, chat, and emails as the first point of contact.
• Gain insights about customers’ needs through interactions and channel feedback to the product team to improve our customer experience.
• Continuously innovate and optimise internal processes with the team to elevate the customer experience.
• Support the team on topics such as shift management or technical leadership.
• Work on projects to improve the support experience.

Qualifications

We think you’ll need the following experience and qualifications to succeed in the role:

• Previous experience in a customer‑facing role.
• Fluent German (C1) and English (C1) .

In addition, we are looking for the following skills and attributes:

• Methodical thinker – data‑driven, structured, and solution‑oriented working style, with calm prioritisation.
• Proactive problem‑solver – ownership in finding solutions to complex problems, and preventing recurrence.
• Clear Communicator – ability to explain complex topics clearly in written and oral form, remaining composed under pressure.
• Customer oriented – empathise with customer challenges and pain points to deliver swift solutions.
• Quick learner – aces new technologies, processes, and products, staying up to date and learning continuously.

Benefits

• Top‑of‑market compensation package, including equity.
• Vibrant office culture with in‑person collaboration, weekly breakfasts, and Friday demos.
• Additional benefits: 20 days “work from abroad”, 600EUR/GBP Learning & Development Budget, and local perks.