Customer Support Specialist

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 for our German and Dutch customers (f/m/d)
.

As a
Customer Support Specialist
, 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 independently 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 build cross-functional relationships with our Payment Operations, Underwriting, and Product departments, in order to be able to find fast solutions for our customers
• You validate, categorize and prioritize customer queries in order to process requests effectively
• You continuously innovate and optimize internal processes with the team to elevate the customer experience

About You
We think you'll need the following experience and qualifications to succeed in the role:

• Previous work experience in a customer facing role, preferably working with B2B/SaaS products in which customer experience was a core focus
• Extended knowledge of troubleshooting in line with Support related SLA's/KPI's
• Fluent Dutch (C1), German (B2) and English (C1) skills.

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).
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.