Moss

At Moss, we help companies spend smarter. We’re a place where aspiring, adaptable quick-thinkers thrive, and we’re set to become the next leading spend management platform in the European FinTech industry.

Our Customer Support team is seeking a Senior Customer Support Specialist (f/m/d).

Your role will be instrumental in facilitating a flawless processing of inquiries from our customers. This is an opportunity to gain a deep understanding of our product, solve complex and technical problems and provide a stellar experience to our valued business customers.

Your responsibilities

Here's a bit more on what you can expect to be doing day-to-day:

• You independently handle customer support queries via calls, chat, and emails, acting as the first point of contact
• You gain insights about our customers’ needs through your interactions and channel these back to our product team to improve our customer experience
• You build cross-functional relationships with our Payment Operations, Underwriting, and Product departments, in order to be able to find fast solutions for our customers
• You validate, categorize and prioritize customer queries in order to process requests in an effective manner
• You continuously innovate and optimize internal processes with the team to elevate the customer experience 

About you

We think you’ll need the following experience and qualifications to succeed in the role:

• Proven work experience in a customer support role, preferably working with B2B/SaaS products in which customer experience was a core focus
• Extended knowledge of troubleshooting in line with Support related SLA’s/KPI’s
• Previous experience with support related software is a plus (Salesforce, Intercom, Aircall etc.)
• Fluent German (C1) and English (C1) skills

In addition, here are the skills and attributes we are looking for:

• Methodical thinker - You have a data-driven, structured and solution-oriented way of working, you work through priorities calmly and systematically.
• Proactive problem-solver - You take ownership in finding solutions to complex problems, and you go one step further in looking for solutions that stop the problem from happening again. 
• Clear Communicator - You are able to communicate complex topics to a range of audiences in a clear, concise, and expert manner in written and oral form. You remain composed in difficult situations. 
• Customer oriented - You empathize with your customer’s challenges and pain points to better understand their needs and find a swift solution.
• Quick learner - You are quick to understand new technologies, processes, products, and enjoy keeping up to date and learning. You are keen to understand internal and the customers' financial processes. 

Our offer

We believe the greatest benefit we can offer you is the opportunity to grow in a fun environment, to develop your skills and progress your career - we’d like to help you on that journey. Here's what else you can expect:

• An attractive compensation package, including our company stock option plan
• An annual learning budget of 600 euros
• An Urban Sports Club membership
• 4 weeks (20 working days) working from abroad

About Moss

Moss is a SaaS business founded in Berlin. In less than three years we have built a passionate team of 200+ people from 40+ nationalities in 6 offices across Europe.

To date, we’ve helped over 3000 businesses in Germany, Netherlands and the UK to spend smarter. Our leading spend management solution encompasses corporate cards, invoice management, reimbursement and controlling modules that help finance teams save thousands of hours in manual data processing and gain complete control while enabling their teams.

Moss has raised a total of €130 million in funding and is backed by renowned tech investors including Valar Ventures, Tiger Global, Global Founders Capital, Cherry Ventures and A-Star.

Not only do we embrace and celebrate the diversity of our customer base, but we also strive to do the same for our growing team. At Moss, we offer equal employment opportunities regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, or other class protected by applicable law.

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