Technical Support Specialist – E-Mobility / Technischer Customer Service Manager (m/w/d)

DEIN JOB BEI RAUS. As a Guest Experience Agent, you are the first point of contact for our guests - digital, empathetic and solution-oriented. You accompany them before, during and after their stay and ensure that their experience is smooth and special.  We are looking for someone to join our team for at least 16 hours per week. WHAT YOU CAN EXPECT: * Support and communicate with our guests and partners via WhatsApp, e-mail, chat and, if necessary, telephone * Processing inquiries about bookings, arrivals & departures, special requests and feedback * You are the first point of contact for urgent problems or emergencies occuring at our remote cabins * You handle guest inquiries of technical nature, follow-up questions about the cabin stay, as well as complaints and other feedback * Be part of a growing hospitality tech start-up company * Work closely with internal teams (e.g. Operations, Marketing, Tech) * Support the quality assurance of our guest processes, improve usage of AI and automated processes  DEIN PROFIL. * Experience in customer service, ideally in the hotel, tourism or hospitality industry * You have a real heart for guests, speak their language - and can also deal with challenging situations professionally * you are motivated to support our guests with all matters - no matter, if tech- or quality related * Very good written and spoken German (C1+), good English skills * Experience in working with Slack, Notion and CRM tools * Structured way of working, reliability and an eye for detail * You have a digital affinity, are a team player and enjoy working remotely WARUM RAUS? What we offer you: * A meaningful role in a growing, sustainable hospitality company * 100% remote work in a motivated team * Digital work environment  * Flexibility to enhance work-life-balance

Who we are Moniepoint Inc. is Africa’s all-in-one financial platform, helping 20 million businesses and individuals access seamless payments, banking, credit, cross-border, and business management tools each month.  As Nigeria’s largest merchant acquirer, we power most of the country’s point-of-sale (POS) transactions. Through our subsidiaries, Moniepoint Inc. processes over $250 billion in digital payment transaction value annually. JOB PURPOSE The People Business Partner (PBP) serves as a strategic partner to business leaders, driving the alignment of people strategy with business priorities. This role exists to ensure that every people-related initiative, from performance enablement and workforce planning to leadership effectiveness is executed with precision, empathy, and measurable impact. Beyond traditional HR delivery, the PBP acts as a trusted advisor, shaping organizational health and fostering a culture of accountability, engagement, and inclusion. The role bridges the gap between business needs and people solutions, ensuring that talent is positioned as a key enabler of growth and innovation. KEY RESPONSIBILITIES * Partner with business leaders to translate organizational goals into actionable people plans that drive capability, performance, and retention. * Lead workforce planning and organizational design discussions to ensure the right structure, roles, and talent are in place to meet current and future needs. * Coach and influence leaders on talent strategy, performance management, and employee engagement to strengthen leadership effectiveness and team culture. * Act as a trusted advisor on employee relations matters, ensuring fair, consistent, and business-aligned resolutions in collaboration with the Employee Relations COE. * Partner with the Talent Management and Total Rewards teams to implement talent programs, learning initiatives, and reward structures that support performance and growth. * Analyze people data and insights to identify trends, risks, and opportunities, presenting data-driven recommendations to business leaders. * Champion change management and communication strategies that support transformation, adoption, and continuous improvement within business units. * Ensure compliance with internal policies and local labor laws while promoting a positive, high-performance culture. QUALIFICATIONS * 2–4 years of progressive HR experience, including at least 2 years in a Business Partnership or advisory capacity. * Demonstrated experience working in fast-paced, matrixed, or multinational environments. * Strong understanding of core HR functions — performance management, employee relations, organizational design, and workforce planning. * Proven ability to use HR data and analytics to inform decision-making PREFERRED QUALIFICATIONS * Experience supporting technical or commercial business units in a fintech, banking, or tech environment. * Demonstrated success influencing senior stakeholders and leading complex change initiatives. About You * You’re a strategic thinker who sees the big picture but executes with precision. * You build trust quickly and communicate with empathy, clarity, and confidence. * You thrive in ambiguity and can balance multiple stakeholders with ease. * You’re data-driven — you make decisions grounded in insight, not intuition. * You’re committed to continuous improvement, always seeking better ways to drive business impact through people. WHAT SUCCESS LOOKS LIKE  * You have established yourself as a trusted advisor to senior business leaders, influencing key people and organizational decisions. * Business units under your support demonstrate improved engagement, retention, and performance outcomes. * You’ve delivered a measurable improvement in workforce planning accuracy and performance management effectiveness. * Leaders actively seek your input on strategic and people-related matters, not just HR processes. * You’ve successfully embedded at least one COE-led initiative (e.g., new policy, performance framework, or ER process) within your business unit with strong adoption and feedback.