Customer Success Advisor

The company

Small businesses move fast. Opportunities often don’t wait, and cash flow pressures can appear overnight. To keep going, and growing, SMEs need finance that’s as flexible and responsive as they are.

That's why we built iwoca. Our smart technology, data science and five-star customer service ensures business owners can act with the speed, confidence and control they need, exactly when it's needed.

We’ve already cleared the way for 100,000 businesses with more than £4 billion in funding. Our passionate team is driven to help even more SMEs succeed, through access to better finance and other services that make running a business easier. Our ultimate mission is to support one million SMEs in their defining moments, creating lasting impact for the communities and economies they drive.

The role

Customer Service Advisors are the first point of contact for potential customers as well as new and existing customers, and thus the “face” of iwoca. You handle incoming calls, emails and web chats, supporting entrepreneurs with general inquiries, new applications and repeat loans. You highly value our customer service and support customers with your excellent communication skills so they can successfully utilise our products.

A fundamental component for our success is to convince and inspire customers and partners of our mission - this ranges from hair salons and dental practices to financial advisory services and banks.

The requirements

Essential:

• Demonstrates curiosity to use and learn more about AI tools. You’ll already be comfortable using AI tools in practical ways to help solve problems, increase productivity and improve quality of work, showing good judgement about when to use them and the ability to explain the reasoning behind that use.

We look for people who are smart, humble, motivated and always looking to improve.

• You enjoy communicating with customers and live "customer centricity". Your greatest motivation is achieving success with our customers.

• You have completed a commercial training / business studies (kaufmännische Ausbildung / betriebswirtschaftliches Studium) and can add value with relevant professional experience in customer service (experiences in the banking environment or a fintech are a plus).

• You are highly motivated, organised, a true team player and have a 'hands-on' mentality.

• You have excellent communication skills and a high quality of German language. You also have a good understanding of English, so that meetings in our international team don’t cause any problems for you.

• An independent, team-oriented and reliable way of working is a given.

Don’t take this list as prescriptive: it’s just to give you a sense of who might do well at the job. We’d still love to hear from you if you don’t hit every point on the list, or if you have other experience.

Your mission:

• You are responsible for the overall customer satisfaction and ensure that customer inquiries via phone, email or web chat are handled promptly and efficiently.

• You answer questions about our products, the application process and our service in general, supporting both new and existing customers.

• You assist entrepreneurs in completing their applications and providing the necessary documents required for a credit decision.

• You collaborate with various teams within iwoca to achieve the best outcome for our customers.

• You proactively participate in the development of iwoca by providing regular insights on customer feedback, opportunities to improve our processes or new offerings from our competitors.

Work-life balance is incredibly important at iwoca and we offer flexible working so you can make better use of your free time. This is a hybrid role in which you can split your time between the office and home.

We want to make iwoca a place where everyone feels welcome, where you can confidently be yourself. We understand that inclusivity, and diversity that comes through greater inclusivity, isn't an optional add-on; it's the core ingredient of what makes us great. We care about making iwoca a healthy and happy community for all of our team members to thrive in.

The salary

We expect to pay from €36,000 — €44,000 for this role. But, we’re open-minded, so definitely include your salary goals with your application. We routinely benchmark salaries against market rates, and run quarterly performance and salary reviews.

The culture

At iwoca, the best idea wins. We model our culture on independent thinking, challenging untested logic, and evidence-based decisions. We prioritise learning and growth, and give people the autonomy to develop in the direction that makes them most effective.

We're a tech company and believe in the power of AI to help us work faster and better. We provide the infrastructure where every iwocan always has access to the best models and where those models have access to all of our data. We will help our people to learn how to use and grow with the new tools available to them.

The offices

We put a lot of effort into making iwoca a great place to work:

• Offices in London, Leeds, Berlin, and Frankfurt with plenty of drinks and snacks.

• Events and community-led groups, including running groups, padel, and monthly ping-pong and pool competitions.

The benefits

• A smart, motivated and international team (we represent over 35 different nationalities) with ridiculous growth-mindset.

• 26 days of vacation a year plus a free day for your birthday.

• One-month fully paid sabbatical after 4 years.

• Mental health support with direct access to certified psychologists via our partner OpenUp.

• iwoca takes over a ski chalet in winter so that you and your team can ski or snowboard (and work) for a week. During summer we are drawn to the sun. We’ve been to France, Italy, Spain, and further afield.

• Access to the gym membership program, €25 for either Fit711 or Urban Sports Club.

• €30 contribution towards the Deutschlandticket.

• Company Pension with Canada Life.

• Great office locations. In Frankfurt in the middle of the city, our Berlin office is located in Prenzlauer Berg.

• A paid volunteer day that gives you the opportunity to invest time to support a charity of your choice.

• Corporate Benefits discounts.

• ’iwocans’ also benefit from fully stocked fridges in our offices with whatever is needed to strengthen them. There are snacks (both healthy and less healthy) for the whole day.

And to make sure we all keep learning, we offer:

• A learning and development budget for everyone, including a book budget.

• Learning German budget.

• Company-wide talks with internal and external speakers.

• Access to learning platforms like Treehouse.

Useful links:

• See iwoca benefits & policies for detail and some additional benefits.

• See iwoca interview welcome pack .