Customer Support Specialist (m/f/d)

Kontist by Shine; Berlin; Vor Ort; EUR 32.000 - 52.000; Vollzeit

Zusammenfassung

Qualifikationen

• Solid experience in customer support or service-oriented roles.
• Native-level German (C2) and strong English for internal communication.
• Ability to explain banking and tax edge cases clearly.
• Experience with Zendesk, Intercom or similar tools is a plus.

Aufgaben

• Provide high-quality, empathetic support via chat, email and tickets.
• Resolve inquiries about banking operations, bookkeeping, and tax features.
• Handle complex escalations with internal teams (Tax Service, Banking Operations, Engineering).
• Identify recurring issues and feed back to Product & Engineering.
• Expand knowledge bases and contribute to self-service and automation tools.

Kenntnisse

Customer Care

Empathy

Analytical thinking

English proficiency

German (C2)

Tools

Zendesk

Intercom

Jobbeschreibung

Your Mission

Deliver best-in-class support to freelancers and self-employed professionals, empowering them to manage their finances effortlessly while turning everyday customer feedback into actionable insights for our product evolution.

What You'll Do

• Customer Care: Provide high-quality, empathetic, and reliable support via our core channels (chat, email, and tickets).
• Problem Solving: Resolve customer inquiries regarding banking operations, automated bookkeeping, and general tax feature usage with a hands-on, solution-oriented mindset.
• Complex Escalations: Handle tricky cases independently or route/partner efficiently with our specialized internal teams (Tax Service, Banking Operations, Engineering).
• Product Feedback Loop: Identify recurring pain points and gather feedback to advocate for our users, directly collaborating with Product & Engineering to improve product features and workflows.
• Knowledge & Automation: Help expand internal and external knowledge bases (FAQ, support guides) and support continuous improvements to our self-service and automation tools.

Profile & Requirements

Experience: Initial or solid experience in Customer Support, Customer Care, or a service-oriented role—ideally in a fast-paced environment.

Mindset: Passion for helping people, high empathy for the challenges freelancers face, and a clear, friendly communication style.

Analytical Skills: Ability to break down complex issues (like banking or tax edge cases) and explain them clearly to users.

Tech & Tools: Quick to learn new digital platforms; experience with tools like Zendesk, Intercom, or similar support software is a plus.

Languages: Native-level (or C2) German is required, along with solid English skills for internal team communication.

Nice to Have

• Experience in a Fintech, Banking, SaaS, or Tax/Accounting environment.
• Personal interest or basic knowledge in bookkeeping, tax prep, or freelance business workflows.
• Familiarity with financial technology platforms and modern customer service automation tools.

Our recruitment process

30' call with Talent Acquisition

45' interview with Hiring Manager

60' business case presentation to highlight your skills and give you a hands-on feel for the role

A team introduction, followed by a soft skills interview based on personality assessments to see how we can best support your growth at Shine

What we offer

• Impact: This team is foundational to ensuring multiple aspects of Shine’s business is operating as the best on the market.
• Ownership: Join a team and help shape its mission just as it’s getting started, with support from experienced leaders.
• Innovation: Work in a dynamic, ambitious environment with space to grow and try our ideas and approaches
• Mission-driven: Likes our mission to help entrepreneurs succeed by giving them better, smarter banking and administrative tools.

Equal Opportunity Employer

We follow the principle of equal treatment to consider all job applicants and do not discriminate based on their gender, sexual orientation, color, racial or ethnic origin, religion, disability, etc. as per applicable law.