About Paydora

At Paydora, it’s about getting **it done and owning what you do. We are building the easiest way to use Embedded-Finance-Solutions in existing products. Our customers already include companys like Metro, Booking.com & Ontrabo. Our current focus is on building the most phenomal product, fostering growth and building an A-Player team, enabling us to scale Europe-wide. Our team is highly entrepreneurial and autonomous, we treat people equally and give freedom to everyone.

About the role

Join our growing team, helping us to expand our company across Europe as effectively as possible. Our ideal candidate is a strong personality and must be a natural hands-on initiative-taker who has a track record of success and ability to thrive in high-growth, fast-paced environments.

What you will be doing

• Managing customer relations via email and telephone:
  • Being the first point of contact for customers.
  • Providing timely and helpful responses to inquiries and requests.
  • Empathizing with customers' situations and finding solutions to their problems.
• Developing product expertise:
  • Deep understanding of our products, features, and functionalities.
  • Assisting customers with questions, issues, and feedback.
  • Communicating technical information and adapting to updates and releases.
• Building and improving internal and external documentation:
  • Creating and updating knowledge base, FAQs, user guides, tutorials, etc.
  • Helping customers find answers and troubleshoot independently.
  • Ensuring accuracy, relevance, accessibility, and user-friendliness.
• Creating and improving support procedures:
  • Defining, documenting, and enhancing support processes and workflows.
  • Collaborating with other teams to identify pain points and opportunities for optimization.
  • Implementing changes to increase efficiency and effectiveness.
• Representing the voice of the customer:
  • Collaborating with Compliance, CSM, Engineering, and Sales teams.
  • Advocating for customers' feedback and needs in strategic decisions.
  • Building strong relationships, collecting and analyzing customer data.
  • Providing insights and recommendations to drive customer satisfaction and retention.

What skills you need

• Excellent English and German language abilities: Proficiency in both languages (spoken and written) is essential.
• Attention to detail: Demonstrating meticulousness and striving for perfection in every task.
• Autonomy in work: Being self-motivated, proactive, and independent, effectively managing time and priorities. Taking ownership of tasks and projects, being accountable for outcomes and results.
• Ability to understand and explain technical concepts in simple terms.
• Problem-solving mindset: Exemplifying creativity and resourcefulness, approaching challenges and obstacles with a positive and can-do attitude.
• Focus on customer satisfaction and well-being: Genuinely empathetic, caring, and responsive to customers' needs and expectations. Building trust and loyalty through exceptional service.

As a plus:

• You have experience working in a FinTech
• Knowledge in (online/mobile) banking and the payment industry