• Shadow team members to understand how we monitor and manage 500+ weekly orders • Learn to identify and support resolution of common issues: returns, backorders, system errors, and order flow blocks • Gain familiarity with tools such as NetSuite, Shopify, and other backend platforms that drive order fulfillment • Observe how our team handles high-risk orders and suspected fraud • Practice clear, concise communication under pressure • Assist with drafting outreach communications to notify customers about delays, updates, or resolution timelines • Observe and assist with professional, empathetic communication in customer-facing moments

• Support international customers via email (Zendesk), phone, and occasionally chat with questions about our products, services, and processes. • Prioritize and categorize tickets according to SLAs and use macros and templates effectively. • Handle customer concerns independently and follow up proactively until they are completely resolved. • Escalate cases based on a defined escalation matrix and ensure a smooth handover to other teams. • Ensure professional and error-free communication in terms of tone, grammar, and spelling. • Work in a goal-oriented manner according to KPIs such as response time, solution time, and customer satisfaction. • Maintain the knowledge base, report gaps, and actively contribute to improving documentation. • Work closely with internal teams (e.g., banking, insurance, operations, technology) and external partners to resolve customer cases efficiently. • Identify recurring problems and provide structured feedback to further develop processes and products.

• Be the first point of contact for customers • Help customers navigate the music platform • Troubleshoot technical issues • Ensure the best possible listening experience through customer inquiries

• As a Customer Care Specialist, you will be the voice of Finom, delivering not just excellent service, but a standout, memorable customer experience. Our goal is not simply to resolve issues, but to turn moments of frustration into moments of trust, and customers into passionate advocates for Finom. • You will support customers primarily via phone, while also handling chat and email interactions as needed. You will engage with customers who may be experiencing complex or high-impact issues, and your ability to build rapport, demonstrate empathy, and take ownership will be key to your success.