KYC Support Agent (7-month FTC) (m/f/d) - 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: 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 AI Fluency Level 3: In this role, that means redesigning how KYC customer journeys are tracked and managed rather than just using AI to move faster personally. You would build workflows that let the team identify at-risk accounts earlier, draft and test AI-assisted outreach sequences for common blockers, then check and refine those outputs rather than treating them as finished. Others on the team should be able to pick up and use what you build. For more information on AI fluency at Mews, please refer to "AI Fluency at Mews: A Comprehensive Guide for Candidates" 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 differe…