Contract | Hybrid, Dublin basedResponsibilitiesProvide general account support (e.g., account configuration, transaction inquiries) and case-specific service (e.g., appeals requests).Educate clients on product and account operations best practices, including answering product questions directly or connecting with subject matter experts.Drive continuous improvement in servicing metrics, including SLAs, ticket resolution, operational contact volume, and client satisfaction.Manage compliance, risk, and regulatory documentation tasks (e.g., PCI DSS compliance).Resolve client disputes/adjudications, including maintaining process documentation and clear communication.Monitor and ensure completion of customer service for lower complexity requests.Partner with specialist teams to resolve high-complexity issues. Internal partners include Account Managers, Customer Service, Technical Account Managers, Pricing Operations, Finance, Risk, and Site Reliability Engineering.Conduct case reviews, provide account support and configuration, and manage compliance and risk documentation.Team ContextThe team is tasked with resolving issues, ensuring operational excellence, preventing future problems, and optimising service delivery.Acts as advocates for clients, supporting them to fully leverage products and services to enhance business operations.Additional headcount is required to support long-term leave cover.Typical DayHandle account queries, case reviews, and compliance documentation.Collaborate closely with internal stakeholders across functions.Contribute to a high-performing, agile, and customer-focused team environment.Candidate RequirementsEssential:German LanguageMinimum 2–3 years' experience in Customer Servicing, Merchant Servicing, Account Management, or Customer Success Management.Proven ability to communicate clearly, present compellingly, and influence key stakeholders across functions.Experience delivering client-focused solutions that meet customer needs.Ability to work at pace and tenaciously resolve complex issues.Experience with Salesforce or similar CRM tools is preferred.Desirable:Prior experience in the payments or financial services industry.University degree is advantageous but not required.Attributes:Teamwork, adaptability, and commitment to operational excellence.Strong problem-solving and process improvement mindset.Ability to foster a collaborative and enjoyable team culture.