KYC Support Agent (7-month FTC) (m/f/d) - German
Getting a hotel live on Mews Payments is one of the most consequential moments in a customer's onboarding journey — and KYB is often the part that makes or breaks that timeline.
As a KYB Support Agent, you'll be the communication bridge between Mews' internal Risk team and the customers who need to complete Know Your Business checks before they can go live on Mews Payments. That means guiding hotel operators and business owners through document submission, translating technical vendor rejections into clear next steps, and keeping cases moving forward — even when customers are frustrated, documents are wrong, and the clock is ticking.
This is a specialist role that sits at the intersection of compliance, fintech, and customer communication. It requires someone who can explain why a document is needed — not just that it is — and who stays methodical and calm when clients push back or go silent. The team is already building Claude agents for inbox triaging and customer drafting, and you'd be expected to contribute to that from day one, not just observe it.
What you would do
Guide customers through KYB document submission via Salesforce, explaining what's required and why at each stage
Translate rejection notices from Stripe and Adyen into clear, accurate guidance for customers
Triage and prioritise your daily case queue based on go-live proximity and escalation risk — reading the email chain, not just the status field
Draft customer communications using AI tools, including replies to frustrated or escalating customers
Manage your cases to go-live deadlines, proactively following up when customers go silent
Escalate to the internal Risk/CDD team when required, with clean handoff documentation
Contribute to the team's case type library — documenting edge cases and new patterns to improve AI-assisted workflows
Identify process inefficiencies and surface improvement suggestions
What you would bring
Written fluency in German and English — you write professionally in both, not just translate between them
B2B client communication experience in a regulated or document-heavy context — compliance, legal ops, onboarding, or KYC/AML
Compliance literacy: you can explain the reasoning behind specific document requirements and hold your ground calmly when a client questions the process
Organised by instinct — you follow up without reminders, keep records clean, and know why that matters for the rest of the team
Sound escalation judgment: you know the difference between cases you can resolve with a well-drafted email and cases that need CDD/Risk involvement
You already use AI as a genuine part of your workflow and can describe something you've built or configured — not just ad hoc drafting
Based in Spain or Germany
Nice to have
Spanish at professional working level
Salesforce experience (case management and Chatter)
Fintech, SaaS, or hospitality technology background
Hands-on experience with Stripe or Adyen vendor portals
Spain
€32.500—€39.600 EUR
Germany
€40.500—€48.800 EUR