Customer Support Specialist (f/m/d)

remote - Germany, Spain, Czech Republic, Portugal, Slovakia or Austria

About us 🚀

We are a product- and tech-driven company founded by experienced fintech entrepreneurs. Supported by Tier 1 venture capital investors behind companies like Stripe, Monday.com, Sennder, and Sorare, we’re reshaping financial management.

Our platform empowers businesses and investors to make smarter, data-driven decisions. By integrating funding and financial operations into a unified capital operating system, we enable a seamless, data-driven approach to decision-making.

Our values 💪🏼

We value flat hierarchies, full ownership and responsibility. Trust and open, honest communication are crucial to us, as it makes everything else easier. We work together and grow as a team.

Focus on Execution: We love and live off great ideas, but to create value we need to focus on execution.

Don’t Fear Failure: We know that failure is an innate part of learning and success, so we value these experiences and take them as opportunities to try again and get better.

Trust Your Team: We trust our peers to do their best to achieve our shared goals, support each other and share their feedback so we can all grow and develop.

What will you do 😎

As a Customer Support Specialist, you will be the advocate for our customers, ensuring their needs are prioritized and addressed. Your role will involve providing daily support for customer inquiries and finding comprehensive solutions. By enhancing operational efficiency and delivering exceptional service, you will contribute to a positive customer experience and the overall success of re:cap.

You will be the first dedicated professional in this area, joining our Commercial department and reporting directly to our VP Sales.

Your key responsibilities 🤓

• Customer Advocacy: Serve as the primary point of contact for all of our customers, ensuring their needs are met and advocating for their interests within the organization.

• Process Optimization: Identify and define processes from scratch to improve customer interactions via different communication channels and operational efficiency, moving beyond existing frameworks to enhance the status quo.

• Automation Mindset: Proactively identify customer-facing processes that can be streamlined through AI or automation, such as enabling self-service options in our application.

• Stakeholder Management: Collaborate with Sales, Product, Marketing, Finance and Operations teams to resolve customer issues that require support beyond the first level, ensuring effective communication and timely resolution.

• Customer Care Management: Take charge of integrating and managing customer inquiry tools, ensuring accurate documentation and follow-up on all requests.

• Product Knowledge & Awareness: Cultivate a deep understanding of our product suite, enabling prompt and informed responses to customer inquiries

• Performance Metrics: Track customer success metrics and develop insights to improve service delivery in a timely manner, as well as customer satisfaction.

• Continuous Improvement: Engage in ongoing process development to adapt to new initiatives and evolving customer needs, while also providing training and guidance to other teams.

Who we are looking for 👩🏽‍💻

• You bring 3+ years of experience in customer support, customer service or related roles within a B2B environment, ideally with exposure to new product initiatives & fintech sector

• You have a hands-on problem-solving approach, demonstrating the ability to address operational issues directly and implement effective solutions rather than merely conceptualizing them.

• You bring familiarity with ticketing systems and customer support tools, along with experience in their implementation and ongoing usage.

• You have strong organizational skills, capable of documenting processes and workflows for which you are responsible.

• You possess excellent verbal and written communication skills, able to convey complex ideas to diverse stakeholders effectively.

• You are skilled at building strong relationships across various teams and levels within the organization, enhancing collaboration and support.

• You bring a results-oriented mindset with a proven track record of achieving customer satisfaction and operational efficiency goals.

• You are a learner and have a passion for leveraging technology and automation to improve customer experiences. Ideally, you already have first-hand expertise with AI applications.

• You speak German & English fluently.

What you can expect 🪴

• Remote first. Our team is located all over Germany and Europe, with the flexibility of 100% home office. However, if you are in Berlin you are more than welcome to come around the office and maybe even bring your furry friend 🐶

• Stock options. Every employee receives stocks, because our success is also your success

• Development opportunities. Because we care about your growth, we have regular feedback talks as well as set paths for the development of each employee

• The latest tech equipment. Every new team member receives an Apple MacBook Air to guarantee smooth productivity

• Flexibility. We offer flexible working hours and value asynchronous communication as well. On top we offer 25 vacation days

• Team building. Meet the team at in-person on-sites, get a buddy to fully integrate into the company and join other team events

• Workation. Experience the blend of work and leisure with our worldwide new benefit catering to your work-away-from-home needs

• International health insurance for business trips and workation. We prioritise your well-being and guarantee you comprehensive insurance cover, no matter where your travels take you

• We care about security. You will receive 1password family membership

• Choice. You get a monthly budget to finance a benefit of your choice

🌟 Even if not all of these points fit 100% we encourage you to apply! We hire also for attitude, not just for knowledge and are looking forward to hearing from you soon.

What comes after you apply? 🧚🏽‍♀️

Easy steps for a smooth hiring process

1. Application Review

2. Get to know re:cap

3. Case study/Take home Assignment (depending on the position)

4. Role-specific Interview

5. Get to know the team

6. Offer

We are committed to foster a diverse and inclusive workplace where we provide equal opportunities regardless of age, gender identity, disability status, ethnicity, sexual orientation, or religion. Therefore we encourage you to apply as all qualified applications will be taken into consideration.