Customer Onboarding Specialist with German and English

The opportunity

Currently, we are looking for a Customer Onboarding Professional with German and English to work with our global accounts. We have many hardworking and dedicated peers who would love for you to work with them. We are committed to continuous improvement. We are always looking for new and innovative ways to improve quality, reduce costs, build excellent solutions, and grow customer happiness. We are looking for an organized, innovative, process-driven colleague to join our international team based in Warsaw!

Day-to-day responsibilities

• Team Coordination Support: Support the team coordinator in managing daily business, coordinating and prioritizing onboarding cases in Salesforce, and providing guidance to onboarding specialists
• Advanced Onboarding Management: Lead complex merchant onboarding processes, including hierarchy setups, rollouts, migrations, and onboarding projects
• 2nd Level Customer Support: Handle escalated merchant and sales inquiries that require advanced technical knowledge and quick problem-solving skills
• Quality Assurance & Compliance: Ensure complete contract documentation, validate KYC/AML information, and maintain dual control principles (4EP) for data management
• Process Improvement: Collaborate with Team Managers to update work instructions, transfer knowledge to team members, and identify automation opportunities
• Project Participation: Actively participate in rollouts, migrations, and escalation meetings while maintaining system updates and condition entries.

Who are we looking for

We look for big thinkers. People who can drive positive change step up and show what’s next – people with passion, a can-do attitude, and a hunger to learn and grow. In practice, this means:

• Advanced Experience: Proven experience in customer onboarding, account management, or operations coordination, preferably within financial services or enterprise payment environments
• Leadership & Coordination Skills: Experience supporting team coordination, managing complex workflows, and providing guidance to team members
• Communication Excellence: Outstanding verbal and written communication skills with the ability to handle escalations and communicate complex technical concepts to various stakeholders
• Language Proficiency: Polish, Professional-level German and English skills in speaking and writing; additional languages are an advantage
• Advanced Problem-Solving: Strong analytical and critical thinking abilities to resolve complex merchant issues and identify process improvement opportunities
• Technical Expertise: Proficiency with Salesforce, payment systems, and enterprise software, with the ability to quickly master new platforms and tools
• Quality & Compliance Focus: Experience with data management, dual control principles, and regulatory compliance (KYC/AML) in financial services
• Project Management Skills: Ability to participate in cross-functional projects, migrations, and rollouts while managing multiple priorities effectively
• Customer-Centric Mindset: Passionate about delivering exceptional customer service and committed to helping clients succeed.