Experienced Customer Support Partner - Fintech Operations
Are you a customer support enthusiast with a passion for fintech and a knack for delivering exceptional experiences? Do you thrive in fast-paced environments where no two days are the same? Look no further! arenaflex is seeking an experienced Customer Support Partner to join our dynamic Operations team. As a key representative of our company, you will play a pivotal role in shaping our Customer Support and Operations landscape, empowering the lives of millions.
About the Opportunity
At arenaflex, we're on a mission to revolutionize salary payments to migrant workers. Founded in 2021 by MIT graduates, our Berlin-based startup is dedicated to bringing fintech, low margins, and transparent FX to industries plagued by opaque mark-ups, kickbacks, and physical cash transactions. With over $39 million in funding from renowned VCs Addition and Atlantic Labs, we're expanding across industries and accelerating product development. Join us on this thrilling journey and become part of our innovative team!
What You Can Expect
As an Experienced Customer Support Partner, you will:
- Be the Voice of our customers: Act as a key representative of our company, addressing complex product enquiries and technical issues that go beyond the scope of Tier 1 support. Engage with both B2C and B2B customers, adapting support approaches to meet the unique needs of each user. Collaborate with the Operations Lead to enhance customer-focused processes, ensuring our service consistently sets industry standards.
- Solve complex issues: Take ownership of resolving support tasks, including bank transfer discrepancies, card transaction concerns, dispute resolution, and escalated support cases.
- Support card logistics operations: Work alongside the Lead of Operations to streamline and execute the card distribution process, maintaining high standards of accuracy and efficiency.
- Forge Partnerships: Liaise with our BPO support teams and external banking partners to resolve transaction-related issues and technical faults promptly, ensuring smooth and reliable customer experiences.
- Fuel Innovation: Channel customer feedback directly to our product team, influencing the evolution of our revolutionary offerings.
- Growth: There are opportunities to grow into various roles within the Operations team depending on your background, interests, and career goals.
- Diverse team: In our open team environment, we encourage everyone to be who they are.
What You Bring Along
To succeed in this role, you will need:
3+ years of customer support experience
, ideally within fintech, banking, or SaaS. While experience in financial services is preferred, we’re open to candidates with strong customer support backgrounds from other industries. This role also offers opportunities to grow within our operations team, making it a great fit for someone looking to broaden their career path.
Familiarity with financial products
such as digital wallets, investments, payments, or lending platforms is desirable but not mandatory.
Experience with CRM tools
(e.g., Zendesk, Jira, Intercom).
Strong communication skills
(written and verbal), with the ability to explain complex financial concepts simply.
Empathetic, patient, and solution-oriented approach to problem-solving
.
High attention to detail
and accuracy, especially in financial or regulatory matters.
Ability to handle sensitive data
with discretion and in line with compliance standards.
Comfortable with troubleshooting user issues
on web and mobile platforms.
Knowledge of KYC, AML, GDPR, complaints and compliance basics
is desirable.
Understanding of fraud prevention measures
and how to spot suspicious activity is desired.
Bachelor’s degree preferred
, ideally in business, social sciences, or a related field (not always required if experience is strong).
English
is the primary language used in our operations, and proficiency in German is not necessary for this role.
Why Join arenaflex?
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Opportunity to work in a company with direct social impact
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Attractive compensation & stock options
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Open & International environment
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Fantastic locations in the heart of Berlin & London
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Flexible WFH policy
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Regular team events
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Free lunch at the office in Berlin
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Latest equipment, to ensure you have everything needed
What's Next?
If you're a customer support enthusiast with a passion for fintech and a knack for delivering exceptional experiences, we want to hear from you! Apply now to become part of our innovative team and embark on a thrilling journey with us. Apply for this job