German Speaking - Customer Relations Specialist *remote* (m/f/d)

Cello; London; Remote; GBP 50,000 - 70,000; Full time

Job summary

A leading company in the fintech sector is seeking a German Speaking - (Senior) Customer Relations Specialist to enhance their customer support operations. This role involves driving customer experience strategies, resolving payment-related issues, and collaborating with various departments. The ideal candidate will have extensive experience in customer service within the fintech space and demonstrate strong analytical skills. Join a dynamic team that prioritizes customer satisfaction and operational excellence.

Benefits

Attractive remuneration

Flexibility to work remotely

Monthly mobility benefit

Company card for lunches and coffee

Wellhub Membership

Qualifications

• 5+ years of experience in a senior customer service or support role in fintech/SaaS.
• Proven expertise in handling complex payment-related queries.
• Excellent communication skills in German and English.

Responsibilities

• Own customer experience strategy across support operations.
• Act as a senior escalation point for complex cases.
• Lead process improvement initiatives to enhance service quality.

Skills

Customer-focused approach

Analytical thinking

Strategic mindset

Tools

HubSpot

Salesforce

Jira

Notion

Job description

ABOUT US

Since 2020, Pliant has been on a mission to rethink credit cards and empower companies to grow by providing a smart way to pay that scale with their business. With our app and API-based solutions, Pliant allows companies to issue physical and virtual credit cards, automate payment processes, track spending, and seamlessly integrate these data into their finance stack.

Pliant is growing quickly. With our expansion into 30 international markets, we believe that people, passion, and diversity are the key ingredients to our future success. Our growing team of 180+ Plianteers come from 35 nationalities and work remotely or in a hybrid environment from our headquarters in the heart of Berlin. And we’re looking for more talented and committed people to join us on our journey!

We are currently looking for a German Speaking - (Senior) Customer Relations Specialist *remote* (m/f/d) to join our team.

WHAT YOU’LL DO

• Own and drive the end-to-end customer experience strategy across our support operations, with a specific focus on payment-related use cases, complex account issues, and platform adoption.
• Act as a senior escalation point for high-value and business-critical cases—especially those involving card processing, credit limits, chargebacks, failed transactions, and compliance-sensitive matters.
• Bring a strategic mindset to every touchpoint: analyse operational data, customer feedback, and platform behaviour to proactively identify friction points and design scalable, long-term solutions.
• Lead process improvement initiatives that enhance service quality, reduce resolution times, and improve team efficiency—leveraging your deep fintech/SaaS support experience and strong understanding of customer behaviour in high-growth environments.
• Collaborate closely with Pay-ops, Product, Compliance, Engineering, and RevOps, advocating for the customer in internal system optimisation, especially across payments and backend tooling.
• Define and standardise service workflows, owning documentation in Notion, managing support tasks and handoffs in Jira, and optimising ticketing and CRM flows in HubSpot.
• Take responsibility for internal knowledge management, contributing to macros, escalation playbooks, and cross-functional service alignment.
• Monitor and evaluate performance metrics (e.g. SLA, CSAT, FRT), proposing data-driven enhancements that reflect both business goals and customer expectations.
• Mentor junior and mid-level agents, sharing your expertise in managing pressure-heavy interactions, technical troubleshooting, and enterprise customer relationships.
• Support operational readiness for international market expansion, ensuring our processes, communications, and team structure scale effectively across languages, regions, and compliance frameworks.
• Champion a customer-first culture, combining empathy and technical insight with commercial awareness and strategic thinking

WHAT YOU’LL BRING

• 5+ years of hands-on experience in a senior customer service, support, or experience role within a fintech, SaaS, or payments-driven environment—ideally B2B.
• A strategic mindset paired with operational excellence—you don’t just resolve issues, you challenge inefficiencies, improve systems, and push for continuous improvement.
• Proven expertise handling complex payment-related queries (e.g. declined transactions, chargebacks, credit approvals, payment integrations) with a calm, analytical, and customer-focused approach.
• Strong familiarity with the tools we use—HubSpot and Salesforce (CRM & ticketing), Jira (task and sprint tracking), and Notion (documentation and process hubs). You use them confidently to manage daily work, prioritise escalations, and drive visibility across teams.
• Excellent communication skills in both German and English. You can tailor your tone for founders, finance managers, or first-time users.
• A deep understanding of SaaS platforms and customer lifecycle touch points, with the ability to identify blockers in adoption, retention, and day-to-day product use.
• Experience working cross-functional Pay-Ops with Product, Engineering, Sales, Compliance, or RevOps, and the confidence to speak up for the customer while balancing internal constraints.
• Strong analytical and critical thinking skills—you can interpret trends in customer data and support metrics to propose action, not just reports.
• A bias for ownership and accountability—you take initiative, thrive in ambiguity, and hold yourself to a high standard of execution.
• Bonus: experience contributing to quality assurance frameworks, internal training, or scaling support operations across multiple markets or teams

WHAT WE OFFER

• The opportunity to work in a growing team with big responsibilities that thrives on a strong exchange of knowledge and excellence
• Attractive remuneration
• Flat hierarchy and transparent communication in a relaxed, professional atmosphere
• Opportunity to develop your talent in a dynamic team with ambitious goals
• Flexibility and possibility to work remotely
• Monthly mobility benefit
• Wellhub Membership
• Company card with a monthly allowance for lunches, coffee, etc. with co-workers