Are you ready to change the market?

Since our founding in 2016, PAIR Finance has revolutionized digital debt collection through our data-driven, empathetic approach. Our AI-powered platform analyzes individual payment situations to create automated yet personalized communication, resulting in higher repayment rates while maintaining trust between debtors and clients. With operations across ten European countries, we continue our trajectory of steady growth.

We're looking for a Process Optimization Manager (m/f/d) to drive customer service excellence through strategic improvements. 

In this role, you'll lead projects focused on enhancing revenue streams, implementing cost reduction initiatives, and elevating customer service quality standards. You'll achieve these goals by optimizing processes, introducing automation solutions, and leveraging CRM tools while collaborating closely with our Tech and Customer Support teams.

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
• 2-3 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 (jobs@pairfinance.com) - 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!