Customer Support Officer (🇩🇪+🇬🇧)

At MOBILIZE PAY, we’re on a mission to empower our customers to move and live more sustainably, one payment at a time. We bring together EV charging, payments, and sustainability – making it easier to lead a more mindful lifestyle. We’re growing fast and looking for like-minded entrepreneurs to come build a better future with us! 🚀

Our team

We’re an autonomous, ambitious, and impact-driven start-up team based out of Paris, with the confidence of Mobilize Financial Services. Bringing the best of both worlds together. 💥

We’re a collaborative and diverse team of go-getters, entrepreneurs, developers, designers, and many more. In the coming months, we’re speeding ahead with building our new product, onboarding the best partners, and launching in new market.

Mobilize Financial Services is Renault Group’s global banking group, helping 4.7 million customers across the world finance their car in 2021 alone.

As one of the founding members of the team, you’ll be the 1st member of a future team of 6 agents dedicated to the German market for:

• Provide prompt and efficient support to Mobilize Pay’s customers within agreed SLAs, responding to requests for support via email, chat and phone
• Pro-actively seek solutions to customers’ problems, collaborating with other teams as needed
• Achieve target levels of customer satisfaction and first contact resolution
• Communicate in a friendly, positive and professional manner
• Conduct manual fraud reviews and identify emerging fraud trends
• Identify opportunities to improve our processes and implement solutions
• Work closely with other teams like Card, Payment Operations and Customer Success to improve customer experience and resolve operational issues
• Provide input to the Product / Tech roadmap based on customer feedback

In this role, you will report to Mobilize Pay head of Customer Care, but we expect true ownership and drive from you!
The role will be based in central Paris. We fully support flexible working, but love to collaborate in real life a two days a week to get the most out of the experience.

This role is for you if you:

• Care deeply about building trust and connection with our customers
• Have already worked in a customer support team
• Are ready to roll up your sleeves to tackle the challenges that come with being at a start-up.
• Are familiar with fintech, payment or banking products
• Have strong problem-solving skills and attention to detail
• Are fluent in German (mandatory), English and French with an excellent verbal and written communication

Typically, people with 1-5 years of experience in a customer support/operations team have developed the tactical skills to be successful in this role. But we believe this is not the best predictor of future performance and that people learn fast – so if all this sounds exciting to you, we’d love to meet you! 👋