Customer Support Specialist (m/f/d)

Shine is the financial copilot for entrepreneurs and small business owners. Founded by serial entrepreneurs Rico Andersen and Martin Hegelund, Shine is a leading European fintech unicorn on a mission to restore the joy of running a business, by ending wasted time on financial admin. Shine offers a connected solution for invoicing, accounting, payroll, business accounts, payments, and financing, meaning business owners can focus their energy on growing a healthy business, not held back by manual admin. Part of something bigger Today we're part of Cegid, a European leader in cloud software for finance and accounting. Together we're building Europe's leading financial copilot for small businesses and their accountants. Shine already supports more than 400,000 small businesses. As part of Cegid, we now reach over one million small businesses and 15,000 accountants across Europe. We're a multicultural team working from France, Germany, Denmark and the Netherlands, contributing to a wider European network that spans Spain, Portugal and Belgium. Your hiring experience matters Just as we respect our customers' time, we respect yours. Your experience with Shine and Cegid should feel simple, transparent and genuinely supportive. If this sounds like somewhere you want to grow, we'd love to hear from you. About Kontist Kontist is the all-in-one banking and tax solution tailored specifically for the self-employed and freelancers in Germany. We combine smart business banking, automated bookkeeping, and comprehensive tax advisory into a seamless digital experience. Our mission is to make financial management effort-free so that freelancers can focus on what they do best. About the Role As a Customer Support Specialist, you are the primary point of contact for our users, ensuring they receive quick, empathetic, and solution-oriented assistance with their banking, tax, and accounting questions. You play a key role in building trust with our community and serve as an essential link between our customers, internal tax experts, and our Product and Engineering teams to continuously elevate the customer experience. 🎯 Your Mission Deliver best-in-class support to freelancers and self-employed professionals, empowering them to manage their finances effortlessly while turning everyday customer feedback into actionable insights for our product evolution. What You'll Do Customer Care: Provide high-quality, empathetic, and reliable support via our core channels (chat, email, and tickets). Problem Solving: Resolve customer inquiries regarding banking operations, automated bookkeeping, and general tax feature usage with a hands-on, solution-oriented mindset. Complex Escalations: Handle tricky cases independently or route/partner efficiently with our specialized internal teams (Tax Service, Banking Operations, Engineering). Product Feedback Loop: Identify recurring pain points and gather feedback to advocate for our users, directly collaborating with Product & Engineering to improve product features and workflows. Knowledge & Automation: Help expand internal and external knowledge bases (FAQ, support guides) and support continuous improvements to our self-service and automation tools. 📋 Profile & Requirements Experience: Initial or solid experience in Customer Support, Customer Care, or a service-oriented role—ideally in a fast-paced environment. Mindset: Passion for helping people, high empathy for the challenges freelancers face, and a clear, friendly communication style. Analytical Skills: Ability to break down complex issues (like banking or tax edge cases) and explain them clearly to users. Tech & Tools: Quick to learn new digital platforms; experience with tools like Zendesk, Intercom, or similar support software is a plus. Languages: Native-level (or C2) German is required, along with solid English skills for internal team communication. Nice to Have E xperience in a Fintech, Banking, SaaS, or Tax/Accounting environment. Personal interest or basic knowledge in bookkeeping, tax prep, or freelance business workflows. Familiarity with financial technology platforms and modern customer service automation tools. Our recruitment process 1️⃣ 30' call with Talent Acquisition 2️⃣ 45' interview with Hiring Manager 3️⃣ 60' business case presentation to highlight your skills and give you a hands-on feel for the role 4️⃣ A team introduction, followed by a soft skills interview based on personality assessments to see how we can best support your growth at Shine What we offer Impact: This team is foundational to ensuring multiple aspects of Shine’s business is operating as the best on the market. Ownership: Join a team and help shape its mission just as it’s getting started, with support from experienced leaders. Innovation: Work in a dynamic, ambitious environment with space to grow and try our ideas and approaches Mission-driven: Likes our mission to help entrepreneurs succeed by giving them better, smarter banking and administrative tools. Equal Opportunity Employer We follow the principle of equal treatment to consider all job applicants and do not discriminate based on their gender, sexual orientation, color, racial or ethnic origin, religion, disability, etc. as per applicable law.