Customer Service Executive (German Speaking)

YouLend; London; On-site; GBP 27,000 - 29,000

Job description

About Us

YouLend is the preferred global embedded financing platform for many of the world’s leading e-commerce sites, tech companies, and payment services providers such as Amazon, eBay, Shopify, Mollie, Dojo, Paysafe, Just Eat Takeaway, and Takepayments. Our software platform and APIs enable our partners to offer flexible financing products, in their desired branding, to their merchant base. With YouLend's AI-driven credit risk assessment solutions, more merchants and SMEs than ever can receive fast, flexible, and affordable funding. We operate in 9+ geographies across the UK, EU, and the US.

We believe that the future of financial services will be delivered by customer-oriented tech companies that embed financing in their customer journeys, and we are building the solutions that will power that future.

The Role:

In this role, you will communicate with business owners daily, answering inbound calls and addressing any questions they may have. Additionally, you will monitor our support and customer service inbox to ensure that we consistently reach top service levels. You will also work with various enterprise technology platforms and YouLend’s proprietary solutions to process applications and respond to customer queries. Handling complaints and ensuring customer satisfaction is a key responsibility, which involves problem-solving any issues that existing customers may encounter.

Responsibilities:

• Exceptional communication and listening skills; able to engage effectively with customers via phone, email, and chat ensuring clear and professional interactions.
• Ability to build rapport and show empathy alongside strong listening and questioning skills.
• Customer-centric approach; dedicated to delivering top-tier service and maintaining a positive experience for every client.
• Able to remain calm under pressure and talk to customers in difficult situations.
• Problem-solver with a proactive mindset – eager to take on challenges and find innovative solutions with enthusiasm.
• Confidence in working independently and making decisions to appropriately escalate issues to management or other departments.
• The ability to multitask, as you'll be navigating different systems and processing information when talking to our customers.
• 1-2 years’ experience in customer service, support or related field.
• Fluent in German and English.

Desirable:

• Experience working in an FCA regulated business and understanding of regulatory requirements.
• Previous experience with Hubspot/Aircall.

Salary: £27,500-29,000 + £4000 bonus (split quarterly)

Why join YouLend?

• Award-Winning Workplace: YouLend has been recognised as one of the “Best Places to Work 2024” by the Sunday Times for being a supportive, diverse, and rewarding workplace.
• Award-Winning Fintech: YouLend has been recognised as a “Top 250 Fintech Worldwide” company by CNBC.

We offer a comprehensive benefits package that includes:

• Stock Options
• Private Medical insurance via Vitality
• EAP with Health Assured
• Enhanced Maternity and Paternity Leave
• Modern and sophisticated office space in Central London
• Free Gym in office building in Holborn
• Subsidised Lunch via Feedr
• Deliveroo Allowance if working late in office
• Monthly in-office Masseuse
• Team and Company Socials
• Football Power League / Squash Club

At YouLend, we champion diversity and embrace equal opportunity employment practices. Our hiring, transfer, and promotion decisions are exclusively based on qualifications, merit, and business requirements, free from any discrimination based on race, gender, age, disability, religion, nationality, or any other protected basis under applicable law.