Complaints Specialist (German)
Poland
Customer Care /
Full Time /
Remote
About Finom
Finom is a European tech startup headquartered in Amsterdam, and we’re on a journey towards revolutionizing the financial landscape for entrepreneurs worldwide. Our mission is to develop an all-in-one financial B2B solution that integrates banking functions, accounting, financial management, and invoicing into a seamless, mobile-first platform.
We recently closed a €115 million Series C equity round (around $133 million), bringing our total funding to approximately $346 million. This significant investment follows a $105 million growth funding round from General Catalyst, a long-term backer since 2021 known for supporting companies like Airbnb, HubSpot, KAYAK, and Stripe.
Finom's platform goes beyond traditional banking, offering invoicing and a growing suite of features, including AI-enabled accounting, aiming to simplify financial management for entrepreneurs. We're actively expanding our reach across key EU markets like Germany, France, the Netherlands, Italy, and Spain.
At Finom, we’re not just redefining the entrepreneurial experience — we’re empowering our employees to make a real difference. Your work matters, and your impact extends far beyond product metrics. We nurture innovation and an inspiring work environment where bold ideas thrive, prioritizing thorough research, swift implementation of solutions, and ensuring that every effort we make benefits our users, employees, partners, and our business as a whole.
Maintaining our start-up spirit, we prioritize thorough research, swift implementation of solutions, and ensuring that every effort we make benefits our users, employees, partners, and, of course, our business.
About the Role:
- We are seeking a Complaints Specialist to join our team, reporting directly to the Complaints Manager. This role is crucial for maintaining our reputation and ensuring customer satisfaction by meticulously handling complaints and managing our public reviews. The ideal candidate is a detail-oriented, reliable professional with a proactive approach to problem-solving.
What you'll do:
- Effectively manage and resolve customer complaints, adhering to strict service level agreements (SLAs) and Complaints policy.
- Investigate complex situations by collaborating with cross-functional departments to understand the root cause and gather all necessary information.
- Accurately summarize user needs and desired outcomes, and draft formal, clear, and professional responses to customers.
- Keep track of the cases in the complaints tracker.
- Maintain a high level of discretion when handling sensitive information.
- Public Reviews Management:
- Actively monitor and respond to customer reviews on platforms such as Trustpilot, social media, iOS, and Google reviews.
- Identify the core issues within reviews and address customer concerns publicly in a positive, constructive, and timely manner.
- Flag reviews to the relevant public platform and dispute possible negative outcomes ( if applicable ).
- Demonstrate a charismatic and non-confrontational demeanour in all public and private interactions.
- Investigation and Communication:
- Proactively investigate customer issues by utilizing our internal tools, processes, and channels to gather all relevant data.
- Conduct outbound calls to assist clients and resolve issues as needed.
- Ensure all actions are documented and align with our internal policies and procedures.
What you'll bring:
- Very good or native German and English (C1-C2)
- Proven experience in a customer-facing role, with a strong background in handling customer complaints and/or managing public reviews.
- Experience in conducting investigations and drafting formal responses is a significant plus.
- Experience with outbound customer calls is also a plus.
- Skills & Attributes:
- Highly organized and detail-oriented, with a practical approach to work.
- Exceptional ability to use formal and professional language, both written and verbal.
- Energetic, charismatic, and non-conflictive personality with an excellent tone of voice.
- Reliable, punctual, and capable of working efficiently under pressure.
- A strong understanding of internal processes, tools, and systems for gathering information and resolving issues.
- Ability to work independently and as part of a team.
What we offer
- 100% remote working.
- Competitive salary.
- Stock Option/Shares program.
- Usage of the company's flats in Cyprus for our work-and-swim program.
- Opportunity to develop your skills in a fast paste FinTech environment.
Recruitment Process:
- Recruiter Interview - 30 min
- Technical Assessment (TestGorilla) - 3 business days
- Final Interview - 1 hour
- Offer
What You Will Get In Return
Make a genuine impact on the product
Join our upward trajectory, and grow with us. We provide the resources and opportunities for continuous personal and professional development, empowering you to make a genuine impact on our evolving product.
Work in the EU
Embark on this exciting journey with us and enjoy the flexibility of traveling and working remotely or in a hybrid model across Europe.
Become a stock options holder
Unlock your inner entrepreneur and align your aspirations with ours through our Stock Options Program. This exciting opportunity is available to every team member, from junior team members to our founders.
Receive unwavering support and care
Finom stands by you at every step, embodying our commitment to your well-being and success reflected in our modern, friendly, and eco-conscious corporate culture. We offer constant support and care to ensure your Finom experience is successful and fulfilling.
Work & Swim program
Immerse yourself in our exclusive Work & Swim Program. Spend one month in a comfortable corporate apartment in enchanting Cyprus. It's the ideal opportunity to strike the perfect work-life balance while enjoying breathtaking Mediterranean views.
Equal Opportunity Statement
At Finom, we're an equal opportunity employer and value diversity at our company. We embrace diversity and invite applications from all walks of life. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, disability status, or other applicable legally protected characteristics.
