Customer Success Advisor – German speaking

Overview

In this role you are the face of iwoca, handling inquiries via phone, email and web chat to support new applications and existing customers. You help entrepreneurs navigate our products and the application process while upholding a strong customer-centric approach. You collaborate with teams to improve outcomes and share feedback to inform process improvements. The position offers hybrid work and a chance to contribute to our mission of making finance faster and more flexible for SMEs.

Pay / Benefits

• Flexible working hours
• Medical insurance from Vitality
• Dental plan or health cash plan
• 25 days holiday plus birthday day off
• Sabbatical after four years
• Employee equity incentive scheme

Responsibilities

• Handle incoming inquiries via phone, email and web chat to support customers
• Assist entrepreneurs with applications and required documents for credit decisions
• Answer questions about products and the application process
• Collaborate with internal teams to achieve optimal customer outcomes
• Proactively provide insights on customer feedback and process improvements
• Maintain high levels of customer satisfaction and prompt issue resolution

Key requirements

• Fluent German (C1) written and spoken; ability to collaborate in English
• Commercial training / business studies and relevant customer service experience (banking/fintech a plus)
• Strong customer-centric mindset and motivation to help customers succeed
• Curiosity about AI tools and ability to describe when and why to use them
• Independent, reliable and team-oriented work approach
• Hands-on, proactive, and well-organized

• Customer-centric communication
• Motivation to improve and learn
• Team player with collaborative mindset
• Strong interpersonal and problem-solving skills
• Willingness to learn and use AI tools for problem solving
• Comfort with using digital tools to support customer interactions

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