Join to apply for the Complaints Specialist (German) role at Finom.

About Finom

Finom is a European tech startup headquartered in Amsterdam that is revolutionizing the financial landscape for entrepreneurs worldwide. Our mission is to develop an all‑in‑one financial B2B solution that integrates banking, accounting, financial management, and invoicing into a seamless, mobile‑first platform. We recently closed a €115 million Series C equity round (≈$133 million), bringing our total funding to roughly $346 million. Finoms platform extends beyond traditional banking, offering invoicing and an expanding suite of AI‑enabled accounting features to simplify financial management for entrepreneurs across key EU markets, including Germany, France, the Netherlands, Italy, and Spain.

Responsibilities

• Effectively manage and resolve customer complaints, adhering to strict service level agreements (SLAs) and Complaints policy.
• Investigate complex situations by collaborating with cross‑functional departments to understand the root cause and gather all necessary information.
• Accurately summarize user needs and desired outcomes, and draft formal, clear, and professional responses to customers.
• Keep track of the cases in the complaints tracker.
• Maintain a high level of discretion when handling sensitive information.
• Public reviews management: actively monitor and respond to customer reviews on platforms such as Trustpilot, social media, iOS, and Google reviews; identify core issues and address concerns publicly in a positive, constructive, and timely manner; flag reviews to the relevant public platform and dispute possible negative outcomes (if applicable); demonstrate a charismatic and non‑confrontational demeanor in all public and private interactions.
• Investigation and communication: proactively investigate customer issues using internal tools, processes, and channels to gather relevant data; conduct outbound calls to assist clients and resolve issues as needed; ensure all actions are documented and align with internal policies and procedures.

Qualifications

• Very good or native German and English (C1–C2).
• Proven experience in a customer‑facing role with a strong background in handling customer complaints and/or managing public reviews.
• Experience in conducting investigations and drafting formal responses is a significant plus.
• Experience with outbound customer calls is also a plus.
• Highly organized and detail‑oriented, with a practical approach to work.
• Exceptional ability to use formal and professional language, both written and verbal.
• Energetic, charismatic, and non‑conflictive personality with an excellent tone of voice.
• Reliable, punctual, and capable of working efficiently under pressure.
• A strong understanding of internal processes, tools, and systems for gathering information and resolving issues.
• Ability to work independently and as part of a team.

What We Offer

• 100% remote working.
• Competitive salary.
• Stock option/share program.
• Usage of the companys flats in Cyprus for our work‑and‑swim program.
• Opportunity to develop your skills in a fast‑paced FinTech environment.

Recruitment Process

• Recruiter interview – 30 min.
• Technical assessment (TestGorilla) – 3 business days.
• Final interview – 1 hour.
• Offer.

What You Will Get In Return

Make a genuine impact on the product.

Work in the EU with flexibility to travel, work remotely, or work in a hybrid model across Europe.

Become a stock options holder – the Stock Options Program is available to every team member, from juniors to founders.

Receive unwavering support and care – Finom stands by you at every step, embodying a commitment to your well‑being and success reflected in our modern, friendly, and eco‑conscious corporate culture.

Work & Swim program – spend one month in a comfortable corporate apartment in Cyprus, achieving a perfect work‑life balance while enjoying breathtaking Mediterranean views.

Equal Opportunity Statement

At Finom, we are an equal‑opportunity employer and value diversity. 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 any other legally protected characteristic.

Seniority level

Entry level

Employment type

Full‑time

Job function

Other