German Customer Support Specialist — Hybrid & Flexible Hours

Collins McNicholas Recruitment & HR Services Group; Longford; Hybrid; EUR 32,000 - 46,000; Full time

Benefits offered by this job

Hybrid working

Flexible hours

Comprehensive training in PCI/cybersec

Job summary

Collins McNicholas Recruitment & HR Services Group is seeking Customer Service Agents to support German-speaking markets from Longford. This fast-growing B2B SaaS company offers comprehensive training, permanent contracts and hybrid working as part of its expanding EMEA footprint.

You will assist merchants with PCI compliance, SAQs, and platform usage, handling inquiries via phone, email and chat, and guiding them through cybersecurity tools and onboarding processes.

Qualifications

• German fluency and strong written English.
• Experience in customer-facing support or operations.
• Detail-oriented with commitment to quality customer experience.
• Experience in retail, hospitality, banking or similar sectors is a plus.

Responsibilities

• Act as the primary contact for merchants seeking assistance with platform usage and PCI compliance.
• Respond to inbound queries via phone, email and chat in a professional, timely manner.
• Guide merchants through PCI workflows, SAQs, validation steps and status updates.
• Explain compliance requirements and timelines in clear, non-technical language.
• Initiate and monitor basic ASV scans; support onboarding and tool usage.
• Document interactions in the ticketing system and escalate as needed.
• Collaborate with technical teams through defined escalation/handoff processes.
• Participate in QA reviews and continuous improvement initiatives.

Skills

German language

English proficiency

Customer support

Ticketing system

Tools

Ticketing system

Job description

Collins McNicholas Recruitment & HR Services Group is seeking Customer Service Agents to support German-speaking markets from Longford. This fast-growing B2B SaaS company offers comprehensive training, permanent contracts and hybrid working as part of its expanding EMEA footprint.

You will assist merchants with PCI compliance, SAQs, and platform usage, handling inquiries via phone, email and chat, and guiding them through cybersecurity tools and onboarding processes.