Remote Fintech Customer Care Specialist (German Fluency)

Finom; Polska; Hybrid; PLN 58,000 - 97,000; Full time

Benefits offered by this job

100% remote working

Salary up to 8,700 PLN Gross/month

Up to 15% monthly bonus

Multi Sport Card

Stock Options

Cyprus flats for Work & Swim

FinTech skills development

Job summary

Finom is seeking a Customer Care Specialist to deliver a standout service across phone, chat, and email from a remote EU-based team. You will handle complex issues, build rapport, and turn frustrated customers into advocates, with a focus on empathy, ownership, and timely resolutions.

The role requires German language fluency, at least 6 months in customer care, strong communication, and resilience in a fast-paced fintech environment.

Qualifications

• Minimum 6 months of customer care experience in any industry.
• Excellent communication and emotional intelligence.
• Empathy and a genuine desire to help people.
• Resilience and composure when handling complaints.
• Proactive mindset with strong follow-through.
• Able to work in a fast-paced scale-up environment.
• Agile and adaptable to change.
• Strong problem-solving and ownership.

Responsibilities

• Deliver a wow customer experience across phone, chat, and email.
• Build rapport with customers, especially in challenging situations.
• Actively listen to understand needs and root causes.
• Communicate clearly and empathetically.
• Take ownership to drive quick resolutions.
• Proactively follow up with customers.
• Turn dissatisfied customers into loyal advocates.
• Collaborate with internal teams to resolve issues.
• Document interactions and outcomes in internal systems.
• Share insights to drive continuous improvement.

Skills

German (native/fluent)

Customer care

Communication

Empathy

Problem solving

Ownership

Job description

About Finom

Finom is a European tech startup headquartered in Amsterdam, and we’re on a journey towards revolutionizing the financial landscape for entrepreneurs worldwide. Our mission is to develop an all-in-one financial B2B solution that integrates banking functions, accounting, financial management, and invoicing into a seamless, mobile-first platform.

We recently closed a €115 million Series C equity round (around $133 million), bringing our total funding to approximately $346 million. This significant investment follows a $105 million growth funding round from General Catalyst, a long-term backer since 2021 known for supporting companies like Airbnb, HubSpot, KAYAK, and Stripe.

Finom's platform goes beyond traditional banking, offering invoicing and a growing suite of features, including AI-enabled accounting, aiming to simplify financial management for entrepreneurs. We're actively expanding our reach across key EU markets like Germany, France, the Netherlands, Italy, and Spain.

At Finom, we’re not just redefining the entrepreneurial experience — we’re empowering our employees to make a real difference. Your work matters, and your impact extends far beyond product metrics. We nurture innovation and an inspiring work environment where bold ideas thrive, prioritizing thorough research, swift implementation of solutions, and ensuring that every effort we make benefits our users, employees, partners, and our business as a whole.

Maintaining our start-up spirit, we prioritize thorough research, swift implementation of solutions, and ensuring that every effort we make benefits our users, employees, partners, and, of course, our business.

About the Role

As a Customer Care Specialist, you will be the voice of Finom, delivering not just excellent service, but a standout, memorable customer experience. Our goal is not simply to resolve issues, but to turn moments of frustration into moments of trust, and customers into passionate advocates for Finom.

You will support customers primarily via phone, while also handling chat and email interactions as needed. You will engage with customers who may be experiencing complex or high-impact issues, and your ability to build rapport, demonstrate empathy, and take ownership will be key to your success.

What you'll do:

• Deliver a “wow” customer experience across phone, chat, and email, consistently going above and beyond customer expectations
• Build strong, genuine rapport with customers, especially during challenging or sensitive situations
• Actively listen to understand customer needs, concerns, and the root cause of issues
• Communicate clearly, confidently, and empathetically, explaining situations in a way customers can easily understand
• Take full ownership of customer issues, acting with urgency to drive resolution as quickly as possible
• Proactively follow up with customers, keeping commitments and ensuring no issue is left unresolved
• Turn dissatisfied customers into loyal advocates through outstanding service and personal accountability
• Collaborate closely with internal teams to escalate, track, and resolve complex issues
• Accurately document customer interactions and outcomes in internal systems
• Contribute to continuous improvement by sharing insights and feedback from customer interactions

Who You Are

• Native or fluent speaker in German (written and spoken)
• A minimum of 6 months of customer care service experience — regardless of industry background
• Strong communication skills with the emotional intelligence to handle high-impact customer situations
• A natural sense of empathy and a genuine desire to help people
• Resilience and composure when dealing with complaints or difficult conversations
• A proactive mindset with strong follow-through — you do what you say you will do
• Comfort working in a fast-paced, ever-evolving scale-up environment
• Agile, adaptable, and energized by change
• Strong problem-solving skills and the confidence to take ownership

Nice to have

• Experience in fintech, banking, payments, or financial services
• Previous experience in a phone-based customer support role

What we offer

• 100% remote working
• Salary up to 8.700 PLN Gross/month based on experience
• Up to 15% monthly bonus linked to individual and team performance.
• Multi Sport Card
• Stock Option/Shares program.
• Usage of the company's flats in Cyprus for our work-and-swim program.
• Opportunity to develop your skills in a fast paste FinTech environment.

Working Hours and Flexibility:

• 7-day operational support model - usually from Monday to Friday
• Weekend work required once per month / every 6 weeks, with advance scheduling
• Usually from 9:00 to 18:00 with 1 hour lunch break. At times, shift times between 07:00 and 19:00 CET

6,522 zł - 8,700 zł a month

Hiring process for this role:

• Application review
• Technical Online Assessment - 2 business days
• Recruiter Call - 15 min
• Final Interview - 45 mins
• Offer

What You Will Get In Return

Make a genuine impact on the product

Join our upward trajectory, and grow with us. We provide the resources and opportunities for continuous personal and professional development, empowering you to make a genuine impact on our evolving product.

Work in the EU

Embark on this exciting journey with us and enjoy the flexibility of traveling and working remotely or in a hybrid model across Europe.

Become a stock options holder

Unlock your inner entrepreneur and align your aspirations with ours through our Stock Options Program. This exciting opportunity is available to every team member, from junior team members to our founders.

Receive unwavering support and care

Finom stands by you at every step, embodying our commitment to your well-being and success reflected in our modern, friendly, and eco-conscious corporate culture. We offer constant support and care to ensure your Finom experience is successful and fulfilling.

Work & Swim program

Immerse yourself in our exclusive Work & Swim Program. Spend one month in a comfortable corporate apartment in enchanting Cyprus. It's the ideal opportunity to strike the perfect work-life balance while enjoying breathtaking Mediterranean views.

Equal Opportunity Statement

At Finom, we're an equal opportunity employer and value diversity at our company. We embrace diversity and invite applications from all walks of life. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, disability status, or other applicable legally protected characteristics.