[Hiring] Customer Care Specialist - Dutch or German @Finom

Role Description

As a Customer Care Specialist, you will be the voice of Finom, delivering not just excellent service, but a standout, memorable customer experience. Our goal is not simply to resolve issues, but to turn moments of frustration into moments of trust, and customers into passionate advocates for Finom.

You will support customers primarily via phone, while also handling chat and email interactions as needed. You will engage with customers who may be experiencing complex or high-impact issues, and your ability to build rapport, demonstrate empathy, and take ownership will be key to your success.

• Deliver a “wow” customer experience across phone, chat, and email, consistently going above and beyond customer expectations
• Build strong, genuine rapport with customers, especially during challenging or sensitive situations
• Actively listen to understand customer needs, concerns, and the root cause of issues
• Communicate clearly, confidently, and empathetically, explaining situations in a way customers can easily understand
• Take full ownership of customer issues, acting with urgency to drive resolution as quickly as possible
• Proactively follow up with customers, keeping commitments and ensuring no issue is left unresolved
• Turn dissatisfied customers into loyal advocates through outstanding service and personal accountability
• Collaborate closely with internal teams to escalate, track, and resolve complex issues
• Accurately document customer interactions and outcomes in internal systems
• Contribute to continuous improvement by sharing insights and feedback from customer interactions

Qualifications

• Native or fluent speaker in Dutch or German (written and spoken)
• A minimum of 6 months of customer care service experience — regardless of industry background
• Strong communication skills with the emotional intelligence to handle high-impact customer situations
• A natural sense of empathy and a genuine desire to help people
• Resilience and composure when dealing with complaints or difficult conversations
• A proactive mindset with strong follow-through — you do what you say you will do
• Comfort working in a fast-paced, ever-evolving scale-up environment
• Agile, adaptable, and energized by change
• Strong problem-solving skills and the confidence to take ownership

Requirements

• Experience in fintech, banking, payments, or financial services (nice to have)
• Previous experience in a phone-based customer support role (nice to have)

Benefits

• 100% remote working
• Competitive salary
• Up to 15% monthly bonus linked to individual and team performance
• 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-paced FinTech environment
• Salary from 18.000 EUR to 24.000 EUR based on experience
• b2b freelancer contract

Working Hours and Flexibility

• 7-day operational support model
• Shift times between 07:00 and 19:00 CET
• Weekend work required once per month / every 6 weeks, with advance scheduling

Hiring process for this role

• Application review
• Technical Online Assessment - 2 business days
• Phone Etiquette Test (mock call with an AI agent) - 2 business days
• Recruiter Call - 15 min
• Final Interview - 45 mins
• 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.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.