KYC Support Agent (7-month FTC) - German

Help make the world more hospitable

The hospitality industry is uniquely human, and it deserves technology that’s just as inspiring as the people behind it. At Mews, we’re transforming the industry with a platform that helps hotels run smarter, move faster and create better guest experiences.

You’ll work with smart, curious people who care deeply about what they do. You’ll have autonomy and the trust to make good decisions and move quickly. And you’ll enjoy a real sense of purpose as you see the impact of what we’re building.

If you’re motivated by ownership, curiosity and meaningful impact, and are driven to deliver consistent high performance, you’ll feel at home here.

About the role

Let's get into the specifics. It’s impossible to capture every nuance of a role – especially at a rapidly growing company like Mews – but if we had to distil it into a job description (which we do because this is a job description), it would be this:

As our KYC Support agent you should be a smart and outgoing individual who loves helping customers on providing the necessary data and documents to pass KYC, so they can use our Mews Payments products.

You are a great fit for this role if you have good communication, project management skills, and enjoy providing support to customers while educating them on the benefits of using our products and services. 

RESPONSIBILITIES

1. Engage with customers to guide them through the completion of the journey of using the KYC customer portal so they can successfully pass the checks in a timely manner. 

2. Assist customers using the portal by advising on what documents are requested as part of the process and advise customers on how to upload the data and documents related to KYC. 

3. Ensure customers understand requirements and reasons for specific document requests.  

4. Proactively reach out to clients to ensure their KYC experience is optimal and that problems are dealt with before they arise wherever possible. 

5. Advise customers on the benefits of using Mews Payments to increase the product adoption. 

6. Act as the first line of support to troubleshoot any minor issues arising with the portal and escalate to internal CRM teams as required to ensure the process remains quick and easy for customers. 

7. Manage the KYC projects ensuring the completion by the due date linked to their Go-live. 

8. Keep track and log the updates, tasks and activities in the CRM or tools used for this purpose. 

9. Identify potential improvements in the process for a better customer experience and internal efficiencies. 

 

REQUIREMENTS

1. Located in Spain or Germany

2. Fluency in English and German is required. Fluency in Spanish is a bonus!

3. High School Diploma or Higher Education. 
4. Experience in banking and/or KYC is a plus. 

5. Ability to work in a fast-paced company and ready to work both independently or as part of a team. 

6. Outgoing, social and ready to communicate with colleagues, clients and partners across various countries and at different organizational levels 

7. Ability to take feedback, learn quickly and adapt to new situations and processes. 

8. Ability to work to deadlines, multi-task, and prioritize and re-prioritize workload as needed 

9. Experience in project management. 

10. Organized and diligent personality with ability to apply critical thinking. 

11. Experience using Salesforce and/or Gainsight is a plus. 

12. Excellent written and verbal communication skills; must be comfortable having complex conversations with our customers.  

13. Fluent in English plus minimum one of the following languages: French, German, Dutch, Spanish. 

14. This role requires flexibility in terms of working hours since we are supporting customers in different territories and time zones.

 

Pay range location A: Germany

Pay range location B: Spain

Pay Transparency at Mews

Salary ranges are provided in good faith and reflect current market conditions and internal pay structures. Final compensation may be adjusted based on funding, budget constraints, or exceptional candidate qualifications, but will remain within reasonable proximity to the stated range.

This salary disclosure is provided in compliance with applicable pay transparency legislation. We are committed to equal pay practices and prohibit salary history inquiries during our recruitment process.

If the location you're applying from wasn't originally advertised for this role, salary range information is available upon request at any point during the application/interview process - your recruiter will be able to help.

 

Pay range location A€40.500—€48.800 EURPay range location B€32.500—€39.600 EUR

What’s in it for you?

Our success is powered by our incredible people, supported by benefits that help them thrive.

Global benefits

No matter where you’re based, you’ll enjoy:

• Unlimited paid holiday (yes, really)
• Participation in our company share program
• Paid parental leave (6 months fully paid for primary caregivers, 2 months for secondary, available after one year of service)
• An annual Learning budget of €300 (and more for high performers) to support your development
• Monthly "EDGE" time to Explore, Develop, Grow, and Elevate yourself
• A work from anywhere policy with flexibility to work abroad for a few weeks each year
• Relocation options, available after one year
• Flexible, hybrid working options
• A home office setup budget to make your workspace your own and a monthly work-from-home allowance
• Claude tokens, so you can automate workflows and build smarter, more efficient ways of working

Local benefits

You'll receive additional benefits that vary by location, from healthcare and retirement plans to team events, socials and other perks. Ask us about it during your interview process.

Life at Mews

We’re an equal opportunities employer. We value teams that reflect the diversity of the customers and communities we serve. Different perspectives make better ideas, stronger products and a more welcoming company.

We also believe transparency is important when deciding if you're the right fit. Mews is an ambitious, high-pressure environment of continuous learning and high standards. Success here requires resilience, adaptability and a willingness to solve difficult problems.

A few things that define how we work:

• High autonomy means high responsibility. People are expected to take ownership and drive outcomes. There isn’t a detailed playbook for everything, and that’s part of what makes the work challenging – and rewarding.
• Change is constant. We’re growing quickly and adapting as we scale. Teams, processes and priorities continue to evolve, and only people who stay curious and agile will thrive.
• We’re remote-first, not relationship-free. Flexibility is core to how we work, but strong relationships still matter. Our teams are global, so we need expert collaborators and communicators to help us move forward together.
• AI is an integral part of our processes. It’s not here to steal people’s jobs, but to amplify efficiency and productivity. We’re motivated to proactively use the technology to seek out better ways of working and share our findings with the rest of the company.

If there's anything we can do to support you during the application process, let us know.

We don't discriminate on the basis of race, religion, colour, nationality, gender, sexual orientation, age, marital status, veteran status, disability or any other protected characteristic.

One final thing: don't hold back. If you don't meet 100% of the criteria in this job description but you're certain you could make a big impact, apply. Everyone should have equal access to opportunities, and we're committed to providing an inclusive experience.

If Mews sounds like the kind of environment where you'd thrive, we'd love to hear from you.