Job Description:
We're looking for someone who can explain a pension transfer clearly, help a worried customer and follow up when an answer takes longer to find. You'll work directly with our COO / CFO to get customer support ready for our January 2027 launch, then put those processes into practice with customers and partner teams.Your Role:
The new state-subsidised pension launches in January 2027. You'll prepare for launch alongside the rest of the team, from product to compliance, then support customers and partners as the service grows.Your Key Responsibilities:
Before launch- Prepare and test answers to common customer questions with our product and compliance teams. This includes checking automated replies and improving the information they draw on.
- Write procedures for cases that need personal attention, including complaints, worried customers and service problems.
- Help define which questions our partners' service teams and brokers answer, which they pass to us, and the FAQs they need.
- Develop and test support processes alongside our COO / CFO, who will work with you on the setup and decisions.
- Help customers with complex questions, concerns about their savings and cases where something has gone wrong.
- Call customers back when a phone call simply works better.
- Help customers with questions such as moving an old Riester contract, understanding their portfolio or completing paperwork for a partner's product.
- Give partner service teams and brokers accurate answers to customer and product questions.
- Follow customer issues through to resolution, coordinating with operations, product and partners and keeping customers informed along the way.
- Investigate recurring questions with the relevant team and improve the process or information causing confusion. Keep FAQs and support guidance up to date.
- Recognise complaints when they appear and route them through the proper process, quickly and with care.
Your Qualifications:
- You're curious and you take responsibility. You want to learn how a regulated financial business actually works. Customer-service experience or a banking or insurance background is helpful, but neither is required.
- German at C1 or above, written and spoken, so you can explain financial topics accurately and clearly to our customers. Good working English is also required.
- You write clearly and check your facts. When you don't know something, you say so and then find out.
- You're patient with customers and willing to investigate recurring problems and improve processes.
- You're comfortable learning new tools, including ticketing systems and AI tools. No technical background is required.
- Ideally, you can start before January 2027. If you have a longer notice period, tell us when you're available.
- No specific degree or career path is required. We care about your judgement, and how you deal with a worried customer at 4:55pm on a Friday.
Reporting to:
COOLocation:
Köln / BerlinWhat We Offer:
- An in-house role as part of the Xaver team.
- Direct contact with customers and partner teams on pension and investment questions.
- A real say in how support works, from the tools we use to the processes behind them.
- Proper training in our products and systems, and in the regulatory boundaries that come with them. When a case needs specialist input, you'll have experienced colleagues to turn to.
- Salary of €40,000 to 48,000, depending on experience, plus further perks like Urban Sports Club sponsorship and a round-the-world ticket on your fourth work anniversary.
- Work from Berlin or Cologne, whichever suits you.
- A small team where people notice good work.
Application Process:
Through Personio: Send us your CV and let us know when you can start. No cover letter, photo or date of birth is required. You're welcome to add a few lines on why the role interests you.Don't worry if you don't tick every box. We welcome applications from different backgrounds, including candidates who need to start after January.
We welcome applicants of all backgrounds and do not discriminate on grounds of ethnic origin, religion or belief, gender, sexual identity, disability, age or any other protected characteristic.