Process Optimization Manager (m/w/d) Focus: Customer Service bei Pair Finance in Berlin (Hybrid)

Are you ready to change the market?

Since 2016, PAIR Finance has been setting new standards in digital debt collection - data-driven, empathetic, and successful. Using our AI-powered technology, we analyze individual payment situations and create communication that is automated yet always personal. This approach not only boosts repayment rates but also preserves the trust between debtors and our clients. Today, we are active in ten European countries and continue to grow steadily.

We are looking for a Process Optimization Manager (m/f/d) to independently work on customer service related projects focused on improving revenue, reducing costs, and enhancing service quality through process optimization, automation, and CRM tools - while working closely with teams such as Tech and Customer Support.

What you can do with us:

Drive and implement projects aimed at optimizing revenue, reducing costs, and improving quality across the organization. You will raise, and execute strategic internal projects with stakeholders from Product, Data Science, and Customer Support.
Enhance customer service operations by improving tools and processes, automating request management, and expanding digital self-service solutions such as chatbots, call routing and call flow management.
You are the key contact for our customer support tools and service providers around ticketing and calls, with the opportunity to shape both our support infrastructure and long-term customer service strategy.
Manage relationships with service providers and support outsourcing decisions, with a strong focus on our CRM, and Customer Support tools and providers.
Stay up to date with emerging trends and technologies, contributing to the development of innovative features and processes in close collaboration with our Tech teams.

What you should bring for it:

Successfully completed academic education in Business, Computer Science, Business Informatics, or a related field, or a commercial education
3+ years of practical work experience in a process- or IT-related role in customer service, sales, or business development.
Strong stakeholder management and communication skills.
Solid application knowledge of technical tools, experience in handling analyses and reports
Fluent English language skills in both written and spoken form, German language skills are a plus
Initial experience in working with CRM tools (e.g., Zendesk, Salesforce, Twilio, AWS Connect).
Experience in process modeling, for example, using BPMN (Business Process Modeling).

Transparency, Execution, Ownership, Customer Centricity, Innovation, and Integrity are important to us, and we at PAIR Finance embody these values. Do you find yourself in these values? Then become part of our team and complement us with your individual motivation and character!

Our offer for you:

Thriving, financially stable company
Strong experienced international team to support and mentor you along the way, smooth onboarding process
International team of 30+ nationalities with professionals and experts
Flat hierarchy, transparent and appreciative feedback culture, monthly all hands meetings, annual feedback and evaluation cycle, regular 1-on-1s with your lead
Well-structured onboarding process as well as supportive and welcoming colleagues
Personal learning & development budget as well as German and English language courses
Good salary for your strong performance
Unlimited employment contract, flexible working hours and 28 vacation days for your work-life balance
Company pension plan, partly covered Deutschlandticket (public transport) and access to “Corporate Benefits” voucher platform to ensure your full well-being
Fun company summer and Christmas parties as well as regular team events
This role is based in Berlin, and we have a hybrid working policy. Modern office near Uhlandstraße is complete with fresh fruit, muesli and drinks for a comfortable and enjoyable workplace

Who is your contact person?

Your contact person for this position is Jasmin Baldrich. If you have any questions, feel free to reach out via email ([email protected]) - we are looking forward to hearing from you!

For more information about PAIR Finance and career opportunities, please visit our website and our careers page.

About us

We are rethinking debt collection with our digital debt collection solution, characterized by our high customer orientation and efficiency standards. By using artificial intelligence, we are combining technology with behavioral science and so we are able to contact customers individually and in a simple way throughout the entire collection process.

Strengthened by one of the most renowned private equity firms in the fintech sector, Pollen Street, as well as partnerships with other investors such as Zalando Payments and finleap, PAIR Finance offers an excellent opportunity to dive deep into and actively shape the fintech industry.

PAIR Finance is an equal-opportunity employer. We value a diverse team and an inclusive culture. We welcome applications from all qualified individuals regardless of ethnicity, color, religion, gender, sexual orientation, gender identity or expression, age, national origin, marital status, or disability.

For more information about PAIR Finance, visit www.pairfinance.com/ and www.pairfinance.com/karriere/ and www.trustpilot.com/review/www.pairfinance.com

Do you want to find out more about PAIR Finance and the position? We are happy to answer your questions and also to receive your application!

Process Optimization Manager (m/w/d) Focus: Customer Service

Arbeitsbeschreibung - Process Optimization Manager (m/w/d) Focus: Customer Service