Customer Service & Operations Specialist, Shine

• 2+ years in a customer‑facing role within an office‑based environment (support, service, sales, etc.)
• CRM proficiency: Intercom or equivalents (e.g., Zendesk, Freshdesk/Freshworks, HubSpot)
• German: native‑level (C2); English: fluent (C1)
• Clear, correct writing and a confident phone presence
• Service mindset: empathetic, calm under pressure, owns outcomes and follows through
• Structured problem solving and prioritisation; disciplined documentation

Desirable

• Great service is part of the product. Our Berlin team supports customers across channels with empathy, clarity and strong collaboration
• We work hybrid, share knowledge generously, and partner closely with Product, Tech/IT, Ops and Compliance to solve problems the right way
• Intercom (written support & ticketing), Aircall (telephony), Google Workspace & Slack, billing tools (e.g., Recurly/Stripe), and partner bank systems (e.g., Solaris). You’ll also help shape our growing knowledge base
• As a Customer Service & Operations Specialist, you’ll be a trusted point of contact for entrepreneurs using our banking and admin solutions
• You’ll keep SLAs healthy, document with care, and turn complicated situations into clear next steps - always with a calm, human touch
• Support customers via email and phone in German (and occasionally English) with a personal, thoughtful tone
• Meet and sustain our SLA targets across channels and keep a steady, professional pace throughout the day
• Diagnose, resolve or route cases; apply the right categorisation and document cleanly in Intercom (audit‑ready)
• Operate confidently in a regulated environment with zero critical errors; ask when in doubt and escalate appropriately
• Collaborate with Product Ops, Tech/IT and Compliance on complex or regulated topics
• Contribute to our knowledge base, macros and processes; propose pragmatic improvements
• Support rota/shift planning and coverage during seasonal peaks (year‑end and quarterly VAT cycles)
• De‑escalate with empathy; support win‑back conversations where appropriate
• Your first months:
• By weeks 2–3: Phone‑ready; confident with core tools & policies; knows when to escalate and how to document
• By day 60: Independently resolves most standard cases across channels, keeping SLAs healthy; comfortable with partners/programs and uses KB/macros effectively
• By day 90: Consistently handles a mixed daily queue with quality on target, SLAs on track and CSAT at/above team benchmark; shows fundamentals in invoicing & accounting, handles objections and escalations with ownership
• Job located in Berlin, with possibility of two remote working days per week

• We usually respond within a week
• An initial interview (30') with Daniel (Team Lead Talent Acquisition),
• A video interview (45') with Philipp (Head of Customer Support Germany)
• A remote team-session with two future team members (45’-60’)
• An Onsite team-session in the Berlin office with two future team members (30’-45’)
• A personality assessment + neutral feedback session