Customer Operations Associate (f/m/d)

The role

You will act as an operational contact for German customers by handling inquiries via phone, chat, and email. You will collaborate with Compliance, Product, and Risk teams to resolve cases and optimize internal workflows.

What you will do

• Act as a key operational contact for German customers.
• Handle inquiries via phone, chat, and email.
• Identify root causes and assess potential risks in complex situations.
• Escalate cases where needed.
• Work with Compliance, Product, Risk, and Operations colleagues to resolve cases.
• Improve internal workflows.
• Use internal tools and systems to improve customer experience.
• Contribute ideas to optimize processes.

Required qualifications

• Bachelor’s degree (or equivalent) in Business, Finance, Economics, Law, or a related field or comparable practical experience
• Native-level German (C2)
• Strong English skills (min. C1)
• Strong interest in FinTech, financial processes, or operational excellence
• Proactive, hands-on mindset and willingness to take ownership
• Communicate clearly, confidently, and professionally in German
• Work methodically and ensure accuracy with data, documentation, and customer cases
• Analytical and curious
• Customer-oriented with empathy and professionalism
• Resilient and organized
• Ability to prioritize tasks and manage multiple cases
• Quickly adapt to new tools, technologies, and regulatory topics

Benefits

• Top-of-market compensation package, including equity
• Weekly breakfasts
• Friday demos
• 20 days work from abroad
• 600EUR/GBP Learning & Development Budget
• Other local benefits

About the company

Moss is a Finance AI platform for Europe's mid-sized businesses that automates card issuing, invoice management, and expenses. Founded in Berlin, it is a fintech unicorn with over 10,000 business customers.