Customer Service Manager

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.

About us

Fast, flexible finance empowers small businesses to manage their cash flow better and seize opportunities - making their business and the economy stronger as a whole. At iwoca, we do just that. We help businesses get the funds they need, when they need it, often within minutes.

We've already made several billion in funding available to over 100,000 businesses since we launched in 2012, and positioned ourselves as a leading Fintech in Europe. Our mission is to finance one million businesses. We'll get there by continuing to make our finance ever more relevant and accessible to more businesses by combining cutting-edge technology, data science and a 5-star customer service.

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.

Our benefits

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

• Flat management hierarchies, close coordination with our executive team, and many opportunities for shaping your role and advancing your career
• A smart, fun, and internationally diverse team – together we represent over 35 different nationalities
• Company-wide training sessions with internal and external speakers
• 26 vacation days per year, plus public holidays and an extra day off on your birthday
• One-month fully paid sabbatical after 4 years
• Share options
• "Summer Houses" in Southern Europe and "Winter Houses" in the Alps, where we spend a week each with our close-knit teams
• Opportunities for professional development
• Direct access to support from certified psychologists through our partner OpenUp
• Time for volunteer work supporting a charitable organization
• Unlimited (unpaid) leave for travel or studying
• Learning and development opportunities, including a budget for books
• Subsidy for the Deutschlandticket

Our culture

We're expanding fast across our offices in London, Berlin and Frankfurt. With all this growth, we're looking for people who want to learn on the job and lead projects, knowing that your ideas will impact thousands of small businesses.