Customer Care Specialist - Dutch or German (Full remote, Freelancer)

PNL · Serbia / Montenegro / Hungary

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
 
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.

What you'll do:

  • 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

    • Who You Are

  • 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

    • Nice to have

  • Experience in fintech, banking, payments, or financial services
  • Previous experience in a phone-based customer support role

    • What we offer

  • 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 paste 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

    • Support pay context

    Based on 829 disclosed Support salaries on RoleSuite, the role pays a median of $64K/year, with most offers between $53K and $103K (10th–90th percentile: $45K–$151K).

    See the full Support salary breakdown →
    Apply →

    Other roles at PNL

    More Support roles