Job Title: Customer Support Agent – Full Time
Location: Luxembourg
Cashlib is a fast-growing European fintech offering secure, privacy-focused prepaid payment solutions. Our mission is to make online payments simple, safe and accessible for everyone. As we continue expanding, we are strengthening our support team to ensure every user enjoys a smooth and trusted experience.
About the Role
We are looking for a Customer Support Agent to assist end-users of the Cashlib prepaid payment solution. You will be the first point of contact for users needing help with prepaid vouchers, online purchases, account activations (KYC/VIP), and transaction verifications — ensuring a seamless and respectful user journey.
Key Responsibilities
- Respond to customer inquiries via our ticketing system in a timely and professional manner.
- Assist users with:
- Voucher usage (redemption issues, payment errors, etc.)
- KYC process, VIP status and MyCashlib account activation
- Purchase confirmation, delivery questions, and troubleshooting
- Identify and escalate suspicious activity or technical issues to the appropriate team.
- Contribute to internal documentation and FAQs by reporting recurring user questions.
- Maintain a polite, clear and user-friendly tone in all written communications.
Skills & Requirements
- Fluency in French and English (Spanish or German is a strong plus).
- Comfortable with computers, web navigation and online tools.
- Familiarity with AI-based tools is an advantage.
- Strong written communication and attention to detail.
- Patient, solution-oriented and eager to learn.
- Experience with platforms such as Zendesk, Intercom, or Freshdesk is highly appreciated.
- Prior experience in email, ticketing or chat-based customer support is a plus.
- Knowledge of fintech, digital vouchers, or KYC processes is desirable.
Why Join Cashlib?
Joining Cashlib means becoming part of a dynamic and human-sized fintech where your work genuinely matters. Here’s what you can expect:
- A supportive and friendly team environment
- A central, easily accessible office in Luxembourg.
- A fast-growing company where you can develop your skills and evolve professionally.
- An international environment with colleagues and users across Europe.
- Real impact: your work directly improves the experience of thousands of users.
