As a Senior Customer Service Agent, you are responsible for handling complex and escalated customer inquiries and ensuring an excellent customer experience across all service channels.
Using your experience, you analyze challenges in a structured way, identify sustainable solutions, and actively contribute to optimizing our customer service processes.
At the same time, you strengthen the team through targeted knowledge sharing, support the onboarding of new colleagues, and thus set the quality standard for our entire Customer Service area.

You have at least three years of experience in customer service and are confident handling complex customer issues, escalations, and professional complaint management.
You demonstrate clear, empathetic, and solution-oriented communication and create a positive service experience even in demanding customer situations.
You work proactively, take responsibility, have a strong hands-on mentality, and drive topics forward independently.
You take a structured, data-driven approach and have experience working with customer service metrics (KPIs) to continuously improve service quality and processes.
You remain composed in dynamic and challenging situations, prioritize effectively, and find pragmatic, customer-focused solutions.
You have excellent German (C2) and good English skills (B2).

This position is based in Munich, with the flexibility to work fully remotely or from a home office (within Germany). Working from another EU country for a limited time is possible by arrangement.
FINN offers significant growth potential. You'll have the opportunity to develop quickly and succeed in a highly motivated startup environment with challenging projects in cross-functional teams.
Want to improve your English or build new skills? At FINN you receive an annual training budget of €1,500 to invest in your professional development.
Want to drive your own FINN car? With your employee discount, no problem.

Senior Customer Service Agent

Key skills