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Customer Support Analyst – German

We are looking for experienced Customer Support professionals, fluent in German with a background in Financial Services, Crypto or Tech....

Title: Customer Support Analyst

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Language: German
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Job Function: Customer Support Tier 2 (Tier 1 would be considered as well)
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Salary: DOE
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Type: Full time – Perm
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Location: Dublin
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The opportunity:
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We are looking for experienced Customer Support professionals, fluent in German with a background in Financial Services, Crypto or Tech.
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You’ll be joining one of the fastest growing global Cryptocurrency companies, serving over 30 million accounts in more than 100 countries, and is based in Dublin.
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Currently they are looking for highly motivated and energetic people to join their multinational team.
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The successful candidates will be joining a high functioning multinational team of passionate support professionals and whose mission is to provide the highest level of customer support to the company’s customers.
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We are recruiting for a number of roles across different operations domains including compliance, payments, fraud, account access, trust and safety, crypto, banking and formal complaints.
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Responsibilities
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  • Providing excellent Customer support to customers according to standards and policies.
  • Investigate, troubleshoot and resolve customer issues and deal with complaints across multiple channels (email, social and/or chat).
  • Have full ownership of the cases or pass them over to the next Tier if required.
  • Manage, prioritize, and respond to Tier 2 issues, inquiries, and escalations.
  • Work Cross-functionally with the Legal teams to investigate and respond to formal customer complaints.
  • Participate in an on-call rotation to handle queues and provide daily handovers to global operational teams.
  • Liaise with internal and external partners and internal support teams and vendors as required.

Requirements
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  • 1-3 years of customer support experience dealing with Tier 1 and Tier 2 cases.
  • Experienced in providing Customer Support within the financial services, crypto or tech industries.
  • Excellent communication skills in both German and English.
  • Experience with different channels of support, including voice, e-mail, social and/or chat.
  • Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.
  • High technical aptitude and ability to prioritize tasks and work under pressure.
  • Experience with compliance, payments, fraud, account access, trust and safety, or other relevant operational domains would be desirable.
  • Advanced understanding of Google apps, JIRA, Salesforce Service Cloud would be desirable.

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DON’T MISS OUT! APPLY TODAY!
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Job Types: Full-time, Permanent

Salary: €40,000.00-€46,000.00 per year

Additional pay:

  • Bonus pay

Schedule:

  • 8 hour shift

Experience:

  • Customer Support: 3 years (preferred)

Language:

  • German (required)