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About the Role
As a Customer Support Specialist at Qwist, you will be the primary voice and technical liaison for B2B partners, fintech clients, and their end users. You will drive customer satisfaction and leverage AI automation to elevate support standards, combining technical curiosity with customer empathy.
Responsibilities
- Manage and resolve multi-channel B2B support requests via email and enterprise ticketing systems.
- Lead technical diagnostics by analyzing API requests, application logs, and monitoring systems.
- Act as the Tier-1 front line during operational disruptions, collaborating with engineering and platform teams.
- Champion the use of AI tools and automated workflows to accelerate ticket triage and optimize response times.
- Author and maintain internal knowledge bases, runbooks, technical troubleshooting guides, and external FAQs.
Requirements
- 2+ years of experience in B2B customer support or technical service desk environments.
- Practical experience with technical diagnostics and observability, including reading application logs, interpreting error codes, and navigating monitoring dashboards.
- Demonstrated confidence and hands-on familiarity utilizing AI tools and automated workflows.
- Outstanding communication skills in German (C1) and proficiency in English.
- A proactive, empathetic, and collaborative mindset, composed and methodical under pressure.
Skills
- Jira Service Management
- Zendesk
- Prometheus
- Grafana
- Opsgenie
- AI tools
- Automated workflows
Location
- Berlin
- Fully remote within the EU
Work Type
- Hybrid
Experience Level
- 2+ years
Benefits
- Personal ownership is valued and strengthened.
- Personal growth support with a budget, semi-annual feedback, and clear growth paths.
- A pioneering spirit within a passionate team.
About the Company
- Qwist is a pan-European Open Finance provider with a three-pillar solution (CONNECT, ASSESS, ACTIVATE) that helps businesses transform banking data into actionable insights and new revenue.
- Qwist is the first DACH regulated platform, offering a secure, compliant, and locally hosted solution across Europe.
- Qwist is expanding into new business verticals in 2026, including Payments, Lending, and eCommerce.
Equal Opportunity
- Qwist is proud to be an equal-opportunity employer that values diversity.
- We do not discriminate on the basis of race, religion, ethnic or national origin, gender identity, sexual orientation, age, marital status, or disability status.