Customer Support Team Lead
Who we are
Flatpay is one of the fastest growing companies in Europe and was founded 3 years ago in Copenhagen with a simple mission; to take the stress out of card payments for small-medium businesses who want to focus on what they do best - running their business.
But monthly hardware fees, a different rate for every card, extra costs on each transaction and confusing price increases have made payments stressful and time consuming.
That’s why we started Flatpay.
Start Date: As soon as possible
Location: On site 5 days per week in our Amsterdam office
As a Customer Support Team Lead for the Dutch market, you'll be the voice of Flatpay.
Your day-to-day
Humble - We only work with people we like and once you join it’ll be your job to ensure that too. You’re kind, low ego and people love working with you.
Smart - This isn’t proven by a university degree; smart to us means high EQ. You’re quick on your feet, love talking to people and have natural instinct for relationships.
Skills & Attributes
If this sounds like a good match, we’re looking forward to hearing from you.
The Flatpay team ❤️
Flatpay is one of the fastest growing companies in Europe and was founded 3 years ago in Copenhagen with a simple mission; to take the stress out of card payments for small-medium businesses who want to focus on what they do best - running their business.
But monthly hardware fees, a different rate for every card, extra costs on each transaction and confusing price increases have made payments stressful and time consuming.
That’s why we started Flatpay.
- One low, flat rate across all cards
- Free best in class card terminal
- No startup fees, no monthly fees & no hidden fees
- Next working day payouts
- 24/7 NL based customer support
Start Date: As soon as possible
Location: On site 5 days per week in our Amsterdam office
As a Customer Support Team Lead for the Dutch market, you'll be the voice of Flatpay.
Your day-to-day
- Managing the day-to-day operations of the Netherlands Customer Support function.
- Coaching, training, and developing staff; holding regular 1-on-1s, side-by-sides, and quality reviews.
- Owning the team’s KPIs – CSAT, response and resolution times, ticket volume.
- Personally handling escalations and difficult customer conversations where needed.
- Owning and continuously improving the QA framework – setting the standard, measuring against it, and closing the gaps.
- Managing shift cover, holiday planning, and absence within the operational window.
- Identifying trends from customer interactions and feeding them back into the operation.
- Leading new starter onboarding and contributing to recruitment.
Humble - We only work with people we like and once you join it’ll be your job to ensure that too. You’re kind, low ego and people love working with you.
Smart - This isn’t proven by a university degree; smart to us means high EQ. You’re quick on your feet, love talking to people and have natural instinct for relationships.
Skills & Attributes
- Strong leadership – you take ownership, care about your colleagues, and strive for excellence.
- Comfortable in high-volume, phone-driven environments – on the phones, not just behind a dashboard.
- Resilience and calmness when handling difficult or escalated customer conversations.
- A data-driven mindset – you track what matters and use it to coach and improve.
- Organisation and time management skills in relation to scheduling, 1-on-1s, and quality reviews.
- Proficient with CS tooling – ticketing systems, CRMs, diallers, and quality frameworks.
- 2+ years of experience directly managing a customer service, contact centre, or operations team with direct reports.
- A proven track record of improving a team-level KPI (CSAT, response times, FCR, productivity) – be prepared to talk numbers.
- Direct experience handling escalations and difficult customer conversations.
- Experience setting up or managing a QA framework, knowledge base, or training programme.
- Fluent in Dutch.
If this sounds like a good match, we’re looking forward to hearing from you.
The Flatpay team ❤️