Customer Success Advisor

iwoca; Greater London; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Medical insurance

Dental plan

Health cash plan

Private GP

25 days holiday

Birthday day off

Sabbatical after 4 years

Counselling access

Pension contributions

Equity incentive

Parental leave

Nursery benefit

Electric car scheme

Company retreats

Learning budget

Treehouse access

Job summary

iwoca is seeking a German-speaking Customer Success Advisor to join our UK team. You will be the first point of contact for potential and existing customers, handling calls, emails and chats with a customer-centric approach.

This hybrid role offers flexibility between office and home. You’ll support applicants through the credit process, collaborate with internal teams, and help customers use our products confidently.

Qualifications

• Curious to use and learn about AI tools; comfortable using AI in practical ways to solve problems and improve quality.
• Enjoy communicating with customers with a customer-centric approach.
• Completed commercial training / business studies and have relevant customer service experience in banking/fintech a plus.
• Highly motivated, organised, a true team player with a hands-on mentality.
• C1-level German communication skills; able to collaborate in English in a diverse office.
• Independent, team-oriented and reliable working style.

Responsibilities

• Responsible for overall customer satisfaction and timely handling of inquiries via phone, email or web chat.
• Answer questions about products, the application process and our service for new and existing customers.
• Assist entrepreneurs in completing applications and supplying required documents for credit decisions.
• Collaborate with various teams within iwoca to achieve optimal outcomes for customers.
• Proactively provide insights on customer feedback and opportunities to improve processes or offerings.

Skills

German C1

Customer service

AI tools usage

Team player

Communication skills

Education

Commercial training / business studies

Job description

Customer Success Advisor - German speaking

The company

Small businesses move fast. Opportunities often don't wait, and cash flow pressures can appear overnight. To keep going, and growing, SMEs need finance that’s as flexible and responsive as they are.

That's why we built iwoca. Our smart technology, data science and five-star customer service ensures business owners can act with the speed, confidence and control they need, exactly when it's needed.

We've already cleared the way for 100,000 businesses with more than £4 billion in funding. Our passionate team is driven to help even more SMEs succeed, through access to better finance and other services that make running a business easier. Our ultimate mission is to support one million SMEs in their defining moments, creating lasting impact for the communities and economies they drive.

The role

Customer Service Advisors are the first point of contact for potential customers as well as new and existing customers, and thus the 'face' of iwoca. You handle incoming calls, emails and web chats, supporting entrepreneurs with general inquiries, new applications and repeat loans. You highly value our customer service and support customers with your excellent communication skills so they can successfully utilise our products.

A fundamental component for our success is to convince and inspire customers and partners of our mission - this ranges from hair salons and dental practices to financial advisory services and banks.

The requirements

• Demonstrates curiosity to use and learn more about AI tools. You'll already be comfortable using AI tools in practical ways to help solve problems, increase productivity and improve quality of work, showing good judgement about when to use them and the ability to explain the reasoning behind that use.
• You enjoy communicating with customers and live 'customer centricity'. Your greatest motivation is achieving success with our customers.
• You have completed a commercial training / business studies (kaufmännische Ausbildung / betriebswirtschaftliches Studium) and can add value with relevant professional experience in customer service (experiences in the banking environment or a fintech are a plus).
• You are highly motivated, organised, a true team player and have a 'hands-on' mentality.
• You possess C1-level German communication skills (both written and spoken) and are comfortable collaborating in English within our diverse, international office.
• An independent, team-oriented and reliable way of working is a given.

Don't take this list as prescriptive: it's just to give you a sense of who might do well at the job. We'd still love to hear from you if you don't hit every point on the list, or if you have other experience.

Your mission:

• You are responsible for the overall customer satisfaction and ensure that customer inquiries via phone, email or web chat are handled promptly and efficiently.
• You answer questions about our products, the application process and our service in general, supporting both new and existing customers.
• You assist entrepreneurs in completing their applications and providing the necessary documents required for a credit decision.
• You collaborate with various teams within iwoca to achieve the best outcome for our customers.
• You proactively participate in the development of iwoca by providing regular insights on customer feedback, opportunities to improve our processes or new offerings from our competitors.

Work-life balance is incredibly important at iwoca and we offer flexible working so you can make better use of your free time. This is a hybrid role in which you can split your time between the office and home.

We want to make iwoca a place where everyone feels welcome, where you can confidently be yourself. We understand that inclusivity, and diversity that comes through greater inclusivity, isn't an optional add-on; it's the core ingredient of what makes us great. We care about making iwoca a healthy and happy community for all of our team members to thrive in.

The salary

We expect to pay from £28,000 - £36,000 for this role. We routinely benchmark salaries against market rates, and run quarterly performance and salary reviews.

The culture

At iwoca, we prioritise a culture of learning, growth, and support, and invest in the development of our team members. We value thought and skill diversity, and encourage people to explore new areas of interest, adopt better tools – including AI – and apply sound judgement so our products and decisions improve over time.

The offices

We put a lot of effort into making iwoca a great place to work:

• Offices in London, Leeds, Berlin, and Frankfurt with plenty of drinks and snacks.
• Events and community-led groups, including running groups, padel, and monthly ping-pong and pool competitions.

The benefits

• Medical insurance from Vitality, including discounted gym membership.
• A choice between a dedicated dental plan or a health cash plan that reimburses everyday medical expenses.
• A private GP service (separate from Vitality) for you, your partner, and your dependents.
• 25 days' holiday per year, an extra day off for your birthday, the option to buy or sell an additional five days of annual leave, and unlimited unpaid leave.
• A one-month, fully paid sabbatical after four years.
• Instant access to external counselling and therapy sessions for team members that need emotional or mental health support.
• 3% Pension contributions on total earnings.
• An employee equity incentive scheme.
• Generous parental leave and a nursery tax benefit scheme to help you save money.
• Electric car scheme and cycle to work scheme.
• Two company retreats a year: we've been to France, Italy, Spain, and further afield.

And to make sure we all keep learning, we offer:

• A learning and development budget for everyone.
• Company-wide talks with internal and external speakers.
• Access to learning platforms like Treehouse.