Customer Support Specialist (m/f/d)

Shine; Berlin; On-site; EUR 42,000 - 60,000; Full time

Benefits offered by this job

Impact

Ownership

Innovation

Mission-driven

Job summary

Kontist is seeking a Customer Support Specialist in Berlin to be the primary contact for freelancers and self-employed users, delivering quick, empathetic, and solution-oriented help on banking, tax, and accounting questions.

You will collaborate with tax experts, Product & Engineering, and internal knowledge bases to elevate the customer experience and drive product improvements.

Qualifications

• Experience in Customer Support or service-oriented roles, preferably in fintech or SaaS.
• Ability to explain banking and tax concepts clearly to users.
• Strong empathy and customer-centric communication approach.

Responsibilities

• Provide high-quality, empathetic support via chat, email, and tickets.
• Resolve inquiries related to banking operations, bookkeeping, and tax features.
• Handle escalations independently or with Tax Service, Banking Operations, or Engineering.
• Contribute to product feedback loops with insights from customer interactions.
• Help expand knowledge bases and improve self-service and automation tools.

Job description

Shine is the financial copilot for entrepreneurs and small business owners.

Founded by serial entrepreneurs Rico Andersen and Martin Hegelund, Shine is a leading European fintech unicorn on a mission to restore the joy of running a business, by ending wasted time on financial admin. Shine offers a connected solution for invoicing, accounting, payroll, business accounts, payments, and financing, meaning business owners can focus their energy on growing a healthy business, not held back by manual admin.

Part of something bigger

Today we're part of Cegid, a European leader in cloud software for finance and accounting. Together we're building Europe's leading financial copilot for small businesses and their accountants.

Shine already supports more than 400,000 small businesses. As part of Cegid, we now reach over one million small businesses and 15,000 accountants across Europe.

We're a multicultural team working from France, Germany, Denmark and the Netherlands, contributing to a wider European network that spans Spain, Portugal and Belgium.

Your Hiring Experience Matters

Just as we respect our customers' time, we respect yours. Your experience with Shine and Cegid should feel simple, transparent and genuinely supportive.

If this sounds like somewhere you want to grow, we'd love to hear from you.

About Kontist

Kontist is the all-in-one banking and tax solution tailored specifically for the self-employed and freelancers in Germany. We combine smart business banking, automated bookkeeping, and comprehensive tax advisory into a seamless digital experience. Our mission is to make financial management effort-free so that freelancers can focus on what they do best.

About The Role

As a Customer Support Specialist, you are the primary point of contact for our users, ensuring they receive quick, empathetic, and solution-oriented assistance with their banking, tax, and accounting questions. You play a key role in building trust with our community and serve as an essential link between our customers, internal tax experts, and our Product & Engineering teams to continuously elevate the customer experience.

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 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.