We are Zastrpay. 

As an innovative, product-focused & leading cash payment provider, we have a mission: We bring cash to the digital world! Thanks to many years of experience in cash transactions, we developed a strong understanding of our customers' needs. We operate offices in St. Julian's, Malta as well as in Vienna, Austria and are duly licensed and regulated by the Malta Financial Services Authority (MFSA) as an e-money institution. We are member of the Prepaid Association of Germany (PVD).

Your Department – Operations 

Operations work with almost every other team within Zastrpay, ensuring seamless and efficient processes to deliver a great customer experience and making sure any issues are resolved in a timely manner. Working in Operations will give you the opportunity to expand your knowledge and get exposure to a range of different topics and gives you the chance to contribute to building the foundations of our payment solutions. 

The purpose of this role is to execute backend customer processes and support the delivery of excellent customer, merchant, and distributor service. The role holder will assist with daily operational activities, handle escalations when required, and provide support to agents with workload and queries. By contributing to investigations, process improvements, and cross-team collaboration, the role ensures efficient operations and consistent service quality. 

We are currently looking for someone to join us on our mission and help us scale up. Will you be our next Operations Support Agent - German Speaking (m/f/x)?

Some of the tasks you will be doing: 

• Manage in/outbound customer, merchant, and distributor contacts via email, phone, and other channels, resolving general queries within expected timelines.
• Review and process customer complaints.
• Support day-to-day operational tasks, including document verification related to KYC processes and escalations when needed.
• Follow established processes and procedures, ensuring tasks are completed accurately and efficiently.
• Participate in product development by reporting findings and highlighting potential issues or improvements.
• Support the team with ad-hoc tasks and collaborate with colleagues to ensure smooth daily operations.

You will be a good fit if: 

• A Higher Secondary education or equivalent practical experience.
• Previous experience in a fast-moving, online, or fintech environment.
• A background in customer support or operational roles within banking or payments.
• Exposure to KYC/AML processes (a strong plus, but not a must).
• Excellent communication skills, both written and verbal in German and English.
• Strong organizational abilities, with a keen attention to detail.
• Analytical mindset, with the ability to spot patterns and solve problems.

What we offer:

• Personal and Professional Growth. We offer you opportunities to develop and grow to unlock your potential.
• Competitive Package. We care for our employees, offering an indefinite contract, competitive salary, private health and dental insurance, and subsidised parking.
• On-site childcare. We value all our employees, and we want to support them in the best way. We provide after-school access to our on-site childcare for children over 3 years of age.
• Sports Incentive. We want you to remain active and will subsidise your membership in the sport of your choice.
• Events. Sponsored charity and team gatherings, we like to have fun together as a team and reinforce our connections.
• Supportive Environment. We believe in collaboration and working together as a team, but we also give importance to the uniqueness of each one of us.

Think a career at Zastrpay is right for you? Apply now and join our dynamic team.

If you have any questions or comments about this role, our Talent Acquisition team is happy to help you! Feel free to reach out to us on our social media channels.

We look forward to your application!