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Customer Service Subject Matter Expert

Department:Customer Operations
Location:Madrid
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About the opportunity

We’re looking for a motivated Customer Service Process Expert to join our international Customer Service Subject Matter Expert (CS SME) team. In this role, you’ll play a key part in designing, improving, and documenting processes that drive exceptional customer experiences. If you have a passion for optimizing workflows, improving efficiency, and shaping how customer service operates at scale, this is your chance to make an impact. In your next challenge, you will:
  • Identify and implement process improvements that enhance customer experience, operational efficiency, and compliance.
  • Assess the impact of new product launches on customer service processes and adapt workflows accordingly.
  • Collaborate with cross-functional teams (Operations, Product, Legal, Trust & Safety, etc.) to design optimal solutions.
  • Maintain and continuously update documentation for all processes within your area of expertise.
  • Develop mitigation measures and control mechanisms to reduce operational risks.
  • Analyse data to identify improvement opportunities and measure their impact.
  • Act as the point of contact in Customer Service for all process-related topics within your specialization.
 

What you need to be successful

Background:
  • Proven experience in customer service operations, process improvement, or business process management (experience in fintech, banking, or digital products is a plus).
  • Strong understanding of customer service workflows, tools, and best practices.
  • Project management experience or certification is a plus.
  • Proficiency with Google Sheets, Jira, Metabase, and Figma is a plus.
Skills:
  • Excellent English verbal and written communication skills
  • Highly organized, with strong prioritization and time management abilities.
  • Customer-centric and solution-oriented mindset.
  • Strong team player with a sense of ownership and accountability.
  • Analytical and critical thinking skills.
  • Curiosity and eagerness to learn in a fast-paced environment.

What’s in it for you:

  • Accelerate your career growth by joining one of Europe’s most talked about disruptors 🚀.
  • Employee benefits that range from a competitive personal development budget, work from home budget, discounts to fitness & wellness memberships, language apps and public transportation. 
  • As an N26 employee you will have access to a Premium subscription on your personal N26 bank account. As well as subscriptions for friends and family members.    
  • Additional day of annual leave for each year of service.  
  • A high degree of autonomy and access to cutting edge technologies - all while working with a friendly team of peers of diverse nationalities, life experiences and family statuses. 
  • A relocation package with visa support for those who need it.

Who we are

N26 has reimagined banking for today’s digital world. Technology and design empower everything we do and it’s how we are building the global banking platform the world loves to use. We've eliminated physical branches, paperwork, and hidden fees for an elegant digital experience and supreme savings. Giving people the power to live and bank their way is what gets us out of bed in the morning and inspires the work that we do.  We are headquartered in Berlin with offices in multiple cities across Europe, including Vienna and Barcelona, and a 1,500-strong team of more than 80 nationalities.

Sounds good? Apply now for this position.

Equal Opportunities:

 We recognize that our strength lies in our people and the varied perspectives they bring to our workforce. We strive to build talented and diverse teams to drive our business success and empower our people to reach their full potential. We genuinely welcome and encourage applications from people of all backgrounds, cultures, genders, sexual orientations, abilities, neurodiversities, and ages. We're committed to creating an inclusive workspace where everyone feels valued and respected, free from harassment and discrimination. If there's anything you need to make the application process work for you, please let us know by reaching out to candidate.exp@n26.com.  Visit our website to learn more about Diversity, Equity, & Inclusion at N26.
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