(Junior) Customer Support Specialist (m/w/d) in Teilzeit

Temporary, Part-time · Berlin

Deine Mission

Wir suchen eine proaktive und kommunikationsstarke Persönlichkeit als (Junior) Customer Support Specialist (m/w/d) zur Verstärkung unseres Teams. In dieser Rolle bist du für die Bearbeitung eingehender Support-Tickets verantwortlich, bietest unseren Kund:innen lösungsorientierte Unterstützung und sorgst für eine gleichbleibend hohe Kundenzufriedenheit. Du bringst ausgezeichnete Kommunikationsfähigkeiten, eine strukturierte Arbeitsweise und eine ausgeprägte Serviceorientierung mit.

Ticketbearbeitung

Überwachung und Bearbeitung eingehender Support-Tickets in einem professionellen und zeitnahen Rahmen
Analyse und Lösung von Kundenanfragen, ggf. Weiterleitung komplexer Fälle an interne Fachabteilungen
Dokumentation aller Kundenkontakte und Lösungswege.

Kundenkommunikation

Freundliche und klare Kommunikation mit unseren Kund:innen über E-Mail oder Ticketsysteme
Transparente Information über den Bearbeitungsstand ihrer Anliegen
Erkennen und Weitergeben wiederkehrender Probleme oder Optimierungspotenziale an interne Teams.

Kontinuierliche Verbesserung

Identifikation von Möglichkeiten zur Optimierung interner Support-Prozesse und der Customer Experience
Mitwirkung beim Aufbau interner Wissensdatenbanken und Dokumentationen
Teilnahme an Schulungen und internen Weiterentwicklungsmaßnahmen.

Das bringst Du mit

Erfahrung im Kundenservice oder in einer vergleichbaren Rolle
Ausgeprägte Lösungsorientierung und hohe Detailgenauigkeit
Sehr gute mündliche und schriftliche Kommunikationsfähigkeiten in Deutsch, Englischkenntnisse sind von Vorteil
Selbstständige, strukturierte Arbeitsweise und Organisationstalent
Erfahrung mit Ticket- und CRM-Systemen (z. B. Salesforce, SAP) ist ein Plus.

Chancengleichheit & Vielfalt

Wir schätzen unsere Vielfalt und heißen alle in unserem Team willkommen – unabhängig von ethnischer und sozialer Herkunft, religiöser Überzeugung, Weltanschauung, Geschlecht, sexueller Orientierung, körperlichen und geistigen Einschränkungen, Alter, Familienstand, Bildungsweg oder Nationalität. Mit über 200 Mitarbeitenden und 40 verschiedenen Nationalitäten nehmen wir unsere Werte ernst. Dazu gehören: Eigenverantwortung, Wachstum, Integrität, Zusammenarbeit, Kundenorientierung und Inklusion.

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Über uns

We dare to design the future of payments. Ratepay is energy and diversity and: custom-made state-of-the-art payment solutions. Established in 2009 we were a fintech before the word fintech even existed. Today we are the number one white-label Buy Now Pay Later payments provider in Europe handling over 2.5M transactions per month and we’re constantly growing.

We are where we are because we work together as one team. Because we got the freedom to execute ideas. And above everything: because we never stop improving. Here it is all about shared goals not about the big ego. We are dedicated pros (more than 210 of them) not cons. We embrace being courageous, committed and decisive, warm-hearted and having the will to win.

We have our origin in the heart of the payment scene and cover the whole value chain from integration support to the dunning process with a core of AI-based risk management. With us, you can integrate direct debit, instalments and prepayment. In other words: the favourite payment methods in Germany, Austria and Switzerland (the Dutch like it too). Located in the middle of Europe’s fintech metropolis (Berlin) we are proud to work with major partners such as Eurowings, Ebay and About You and hundreds more.

Your Mission

We are seeking a proactive and communicative Customer Support Specialist to join our team.
This role is responsible for managing incoming support tickets, providing professional and solution-oriented assistance to our customers, and ensuring a consistently high level of customer satisfaction. The ideal candidate brings excellent communication skills, a structured work approach, and a strong customer-first mindset.

Ticket Management

Monitor and respond to incoming support tickets in a timely and professional manner.
Troubleshoot and resolve customer inquiries, escalating complex cases when necessary.
Maintain accurate records of customer interactions and resolutions provided.

Customer Interaction

Communicate clearly and empathetically with customers via email or ticketing tools.
Keep customers informed about the status of their requests.
Identify and escalate recurring issues, bugs, or service gaps to relevant internal teams.

Continuous Improvement

Identify opportunities to improve internal support processes and enhance the customer experience.
Contribute to internal knowledge bases and documentation.
Participate in training and team development activities.

That's What You Bring Along

Proven experience in customer support or a related service role.
Strong problem-solving skills and high attention to detail.
Excellent verbal and written communication skills in German; English is a plus.
Ability to work independently, prioritize tasks, and stay organized.
Familiarity with ticketing and CRM systems (e.g. Salesforce, SAP) is an advantage.

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About us

We are where we are because we work together as one team. Because we got the freedom to execute ideas. And above everything: because we never stop improving. Here it is all about shared goals not about the big ego. We are dedicated pros (more than 250 of them) not cons. We embrace being courageous, committed and decisive, warm-hearted and having a will to win.

We have our origin in the heart of the payment scene and cover the whole value chain from integration support to the dunning process with a core of AI-based risk management. With us, you can integrate direct debit, instalments and prepayment. In other words: the favourite payment methods in Germany, Austria and Switzerland (the Dutch like it too). Located in the middle of Europe’s fintech metropolis (Berlin) we are proud to work with major partners such as Eurowings, Ebay and About You and hundreds more.

Apply for this job

Your application

Thank you for considering a career at Ratepay GmbH. Please fill out the following form. In case you are experiencing problems with the document upload, mail your documents to jobs@ratepay.com.