Customer Experience 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 solve complex problems, collaborate with internal teams, and contribute to process improvements.

What you will do

• Act as a key operational contact for German customers.
• Handle inquiries professionally across phone, chat, and email.
• Develop a deep understanding of the FinTech product.
• Solve complex problems by identifying root causes and assessing risks.
• Collaborate with Compliance, Product, Risk, and Operations colleagues.
• Contribute ideas to improve internal processes and workflows.

Required qualifications

• Bachelor’s degree (or equivalent) in Business, Communications, 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
• Resilient and comfortable in a fast-paced environment
• Strong communicator in German and English both written and spoken
• Analytical and curious
• Detail-oriented and structured
• Resilient and organized
• Eager to learn in a fast-paced environment
• Customer-oriented

Nice to have

• Dutch language skills

Benefits

• Top-of-market compensation package, including equity
• Weekly breakfasts and 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.