Customer Service & Operations Specialist (m/f/d)

At Ageras, we are redefining how entrepreneurs—freelancers, self-employed professionals, and SMEs—manage their banking and administrative tasks. Through seamless tools and innovative banking solutions, we help them focus on what matters most: growing their businesses.

Our vision is to become the best friend of every small entrepreneur across Europe. 💚

Over the years, Ageras has grown through the merging of top European FinTechs like Shine (🇫🇷), Kontist (🇩🇪), Tellow (🇳🇱), and more. Today, we’re a team of nearly 500 people.

👀 The Customer Service team at Ageras (Berlin)

Great service is part of the product. Our Berlin team supports customers across channels with empathy, clarity and strong collaboration. We work hybrid, share knowledge generously, and partner closely with Product, Tech/IT, Ops and Compliance to solve problems the right way.

Tooling: Intercom (written support & ticketing), Aircall (telephony), Google Workspace & Slack, billing tools (e.g., Recurly/Stripe), and partner bank systems (e.g., Solaris). You’ll also help shape our growing knowledge base.

📋 Your role as a Customer Service & Operations Specialist

As a Customer Service & Operations Specialist, you’ll be a trusted point of contact for entrepreneurs using our banking and admin solutions. You’ll keep SLAs healthy, document with care, and turn complicated situations into clear next steps - always with a calm, human touch.

What you’ll do

• Support customers via email and phone in German (and occasionally English) with a personal, thoughtful tone.
• Meet and sustain our SLA targets across channels and keep a steady, professional pace throughout the day.
• Diagnose, resolve or route cases; apply the right categorisation and document cleanly in Intercom (audit‑ready).
• Operate confidently in a regulated environment with zero critical errors ; ask when in doubt and escalate appropriately.
• Collaborate with Product Ops, Tech/IT and Compliance on complex or regulated topics.
• Contribute to our knowledge base, macros and processes ; propose pragmatic improvements.
• Support rota/shift planning and coverage during seasonal peaks (year‑end and quarterly VAT cycles).
• De‑escalate with empathy; support win‑back conversations where appropriate.

Your first months

• By weeks 2–3: Phone‑ready; confident with core tools & policies; knows when to escalate and how to document.
• By day 60: Independently resolves most standard cases across channels, keeping SLAs healthy; comfortable with partners/programs and uses KB/macros effectively.
• By day 90: Consistently handles a mixed daily queue with quality on target, SLAs on track and CSAT at/above team benchmark ; shows fundamentals in invoicing & accounting , handles objections and escalations with ownership.

📍 Job located in Berlin, with possibility of two remote working days per week

🔎 About you

• 2+ years in a customer‑facing role within an office‑based environment (support, service, sales, etc.).
• CRM proficiency: Intercom or equivalents (e.g., Zendesk, Freshdesk/Freshworks, HubSpot).
• German: native‑level (C2); English: fluent (C1).
• Clear, correct writing and a confident phone presence.
• Service mindset: empathetic, calm under pressure, owns outcomes and follows through.
• Structured problem solving and prioritisation; disciplined documentation.

Nice to have

• Basics in finance/banking or accounting/AR/AP/refunds (e.g., PayPal, accounting teams).
• Experience in larger support organisations or SaaS .

💚 Our recruitment process

1️⃣ An initial interview (30') with Daniel (Team Lead Talent Acquisition),

2️⃣ A video interview (45') with Philipp (Head of Customer Support Germany)

3️⃣ A remote team-session with two future team members (45’-60’)

4️⃣ An Onsite team-session in the Berlin office with two future team members (30’-45’)

5️⃣ A personality assessment + neutral feedback session

🚀 What’s in it for you

• Hybrid work: Berlin‑based with a balanced mix of office and remote.
• Growth & learning: Structured onboarding, regular coaching and peer feedback.
• Scale‑up impact: Join a fast‑growing European FinTech group (~500 people) where your work has visible, measurable impact.
• Community: Cross‑European collaboration, team events and knowledge‑sharing.

Equal Opportunity Employer

We follow the principle of equal treatment to consider all job applicants and do not discriminate based on their gender, sexual orientation, color, racial or ethnic origin, religion, disability, etc. as per applicable law.