Customer Experience Associate (f/m/d)

Responsibilities

• From day one, you'll be hands-on and learning through real experience here's what you'll be doing:
• Support Customers: Act as a key operational contact for our German customers. You'll learn how to handle inquiries professionally across phone, chat, and email-providing clear solutions while building trust and confidence.
• Understand the Product Deeply: Develop a deep understanding of our FinTech product across different use cases, markets, and customer needs, learning how complex financial workflows, payments, and operations come together in practice.
• Solve Complex Problems: Not every case is straightforward. Think beyond scripts and connect different pieces of information. You'll be trained to approach complex situations with curiosity and structure, identifying root causes, assessing potential risks, and escalating where needed.
• Collaborate Across Teams: Work closely with Compliance, Product, Risk, and other Operations colleagues to resolve cases efficiently and improve internal workflows.
• Improve Processes: Get hands-on with our tools and systems. You'll learn how strong processes, clean data, and operational excellence directly improve customer experience and you'll actively contribute ideas to make things better.
• About You
• This role is ideal for recent graduates or junior professionals who are motivated, detail-oriented, and eager to grow within Operations.
• You bring:
• A Bachelor's degree (or equivalent) in Business, Communications, Finance, Economics, Law, or a related field or comparable practical experience
• Native-level German (C2) and strong English skills (min. C1)
• Dutch language skills are a strong plus
• A strong interest in FinTech, financial processes, or operational excellence
• A proactive, hands-on mindset and willingness to take ownership
• Resilient and comfortable in a fast-paced environment
• In addition, here are the skills and attributes we are looking for:
• Strong Communicator: You communicate clearly, confidently, and professionally in German and English both written and spoken.
• Analytical & curious: You enjoy understanding processes, identifying patterns, and solving problems in a logical way.
• Detail-oriented and structured: You work methodically and ensure accuracy when handling data, documentation, and customer cases.
• Resilient & Organized: You can prioritize tasks, manage multiple cases, and stay calm in a dynamic environment.
• Eager to learn in a fast-paced environment: You quickly adapt to new tools, technologies, regulatory topics and actively seek feedback to improve.
• Customer-Oriented: You approach situations with empathy and professionalism, always aiming for high-quality solutions.
• What You'll Gain
• Deep understanding of the Moss company and product
• Fast learning curve across markets and products
• Clear career path (Junior → Mid → Senior Specialist)
• Internal mobility across CSM, Operations, Commercial or Compliance
• Early responsibility and real impact from the start
• About Moss
• Moss is a SaaS scale-up founded in Berlin, with a team of 300+ people from 50+ nationalities in 5 offices across Europe.
• Moss has raised a total of €180 million in funding and is backed by the most renowned tech investors including Valar Ventures, Tiger Global, Global Founders Capital, Cherry Ventures and A-Star.
• Be part of a culture that thrives on impact and speed, where you can take bold moves, learn fast and accomplish more. We're a place where you can fast track your career - here's what else to expect:
• Top-of-market compensation package, including equity.
• Our vibrant offices are at the heart of our culture, where in-person time fuels collaboration and connection over weekly breakfasts and Friday demos.
• Additional benefits include: 20 days "work from abroad", 600EUR/GBP Learning & Development Budget, and other local benefits.
• Unless stated otherwise, benefits apply

Benefits

Additional Information

At Moss, we give finance professionals the power to automate their day-to-day and make forward-thinking decisions. Our team and culture make us unique - we're driven by impact and growth, where every one of us strives to learn and excel. Recognised by Sifted's Rising 100 and LinkedIn's Top Startups , we're here to help propel your career and together, make Moss a lasting success. We are hiring a Customer Support Specialist (f/m/d) to join our Operations team in Berlin. This is an entry-level / graduate role designed for candidates who want to build a strong foundation in customer operations within a fast-growing FinTech. This is not a traditional support role - you will gain deep insight into our product and business while solving real customer problems.

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