1st & 2nd Level Support Specialist im Neo-Banking m/w/d Hotline & Backoffice

Generation Impuls seeks reinforcement! For our partner – one of the fastest-growing neo-banks in Europe with a seat in Amsterdam – we are looking for strong profiles for the German market. In this role, you will be more than just classic customer service: You will be the face of the bank, problem solver and the decisive link between our users and technology.

Aufgaben

Im 1st Level Support (Hotline, Chat & E-Mail):

• The direct contact: You are the first point of contact for our German-speaking private and business customers. You accompany them during digital onboarding, explain app functions, and help with account setup.
• Troubleshooting: Customers report to you because they have lost cards, forgotten PINs, or questions about current debits. You react quickly, competently, and absolutely solution-oriented.
• KYC & Security: You support with questions about the identification procedure (Know Your Customer) and provide reliable guidance on blocked accounts or security warnings.

Im 2nd Level Support & Backoffice:

• Complex cases: You take over the tickets that cannot be resolved immediately in the 1st level. This includes detailed payment verifications (SEPA/SWIFT), chargebacks, and unclear transaction errors.
• Interface work: You stand directly in exchange with internal specialized departments such as Compliance, Fraud Prevention, and IT to escalate and resolve deep-seated account problems sustainably.
• Process optimization: You recognize recurring patterns, document bugs neatly in the system, and help proactively by optimizing our internal FAQs and service workflows.

Qualification

• Languages: Your German is error-free in writing and speaking (C1/C2) and you speak fluent English. Our entire internal company communication as well as the software systems run on English.
• Experience: You have demonstrable professional experience in customer-facing environments (Customer Care, Support, Backoffice) – ideally in the financial sector, e-commerce or at a tech start-up.
• Clear text instead of clichés: You don't beat around the bush. You can explain complex financial or technical issues simply and clearly – directly, transparently, and without unnecessary phrases.
• Tech affinity: You work confidently in digital, cloud-based environments. You use modern CRM and ticket systems effortlessly and keep a cool head even with multiple open windows.
• Stress resistance: In banking, it's about our customers' money. You remain professional, courteous, and empathetic, even when the situation at the other end of the line gets heated.

Benefits

• International environment: A modern work environment either in the center of Amsterdam or at one of our German locations – connected to an international team.
• Clear structures: We value clear operational boundaries, immediate responsibility, and quick decisions. No long debates or dusty bank hierarchies here.
• Modern setup: State-of-the-art equipment for smooth digital workflows.
• Growth: A solid onboarding and the real chance to grow with a rapidly scalable fintech and develop yourself internally.

Fits you?

Then don't waste any time. Send us your application directly – we're looking forward to seeing who you are!

Find Jobs in Germany on Arbeitnow