Customer Support Services Fiduciary Agent

• Begin with hands-on customer support to learn products, customer journeys, and internal workflows
• Handle complex cases involving billing, payments, contracts, refunds, disputes, and exceptional commercial situations
• Own customer interactions end to end, ensuring accurate resolutions and high-quality documentation
• Make fair, compliant fiduciary decisions balancing customer interests with company sustainability
• Identify root causes and recurring issues
• Proactively guide customers toward better outcomes, build trust, and support retention
• Share actionable insights to improve products and processes
• Collaborate cross-functionally to improve service quality and decision-making
• Help shape a hybrid customer experience combining human judgment and AI

• 3+ years in Customer Support, Success, or similar roles
• Proven experience with payments, billing, or financial processes
• Experience in SaaS, fintech, or high-volume environments
• Strong sense of ownership, sound judgment, and a customer-first mindset
• Comfort working in ambiguous situations and handling sensitive or regulated topics responsibly
• Experience with Zendesk, billing systems, Google Workspace, and Slack
• Bonus: Fluency in German or French
• Must be located in an EU country and eligible to work within the EU, as indicated by the application form

• Fully remote work set-up with opportunities for in-person collaboration
• Flexible working hours
• Company-wide access to LinkedIn Learning and curated learning paths
• Annual compensation reviews
• Remote office set-up bonus
• Employee assistance program with resources and counseling
• Up to three free Jimdo websites for personal or professional projects, kept forever
• Equal opportunity workplace