Customer Operations
WHY JOIN US IN CUSTOMER OPERATIONS
We work in a hybrid, multicultural team based in London, Berlin and Hamburg
A yearly development budget of EUR 1,500,- for your personal development
We value an open feedback culture and invite anyone joining us to share their feedback and ideas as well. We love trying out new stuff!
Once a quarter a company event where we all get together and celebrate, as well as regular team events and small get-togethers
Expect an innovative working environment, diverse in background and age
Your ideas are valued from day one, and we don’t miss any opportunity for a „good“ joke and a „kicker“ match
Independent and innovative way of working and a believe real flexible work. You can take your unlimited vacation days spontaneously; we work in a hybrid model and provide you with technical home office equipment.
OUR TEAMS
As team Customer Support we are here to provide our customers with the best support possible – no query is too complicated, we will find an answer. Our customers have a choice of contact channels, i.e. call, email, chat and self-service. In total, we handle 25,000 contacts per month, aiming for a 90% + satisfaction rate. In a demanding environment, we work with a lot of flexibility and autonomy, and we are trusted to deliver.
Currently, we operate on two support levels: the first line and the specialist second line support. Our first line support (12 agents) is handled through our outsourced agency, inhouse we have our specialist second line support gurus. A lot is also handled via self-service, so that we can truly focus on all those important contacts that need a personal touch.
As team Payment, Fraud & Verification our mission is to provide excellent customer satisfaction and to protect customer data, hence the core of our work is to investigate and analyze cases. We regularly offer relevant insights into stats and facts for the business and deal with complex escalations. From time to time we also have direct customer contact, e.g. support over 2000 big winners a year – including our 1 to 2 millionaires –, and are in direct contact with them enabling dreams. We have a wide range of experience within our team, where everyone contributes and drives the same vision towards our expertise in payments, fraud and verification.
