About the job 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. <ul><li>One low, flat rate across all cards</li><li>Free best in class card terminal</li><li> No startup fees, no monthly fees & no hidden fees</li><li>Next working day payouts</li><li>24/7 NL based customer support</li></ul>We’re already more than 1,000 people across Denmark, Finland, Italy, Germany, France and the UK. What you'll do Role: Customer Support Team Lead 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 <ul><li style="margin:2px 0;padding:0;color:#1d1c1d;">Managing the day-to-day operations of the Netherlands Customer Support function.</li><li style="margin:2px 0;padding:0;color:#1d1c1d;">Coaching, training, and developing staff; holding regular 1-on-1s, side-by-sides, and quality reviews.</li><li style="margin:2px 0;padding:0;color:#1d1c1d;">Owning the team’s KPIs – CSAT, response and resolution times, ticket volume.</li><li style="margin:2px 0;padding:0;color:#1d1c1d;">Personally handling escalations and difficult customer conversations where needed.</li><li style="margin:2px 0;padding:0;color:#1d1c1d;">Owning and continuously improving the QA framework – setting the standard, measuring against it, and closing the gaps.</li><li style="margin:2px 0;padding:0;color:#1d1c1d;">Managing shift cover, holiday planning, and absence within the operational window.</li><li style="margin:2px 0;padding:0;color:#1d1c1d;">Identifying trends from customer interactions and feeding them back into the operation.</li><li style="margin:2px 0;padding:0;color:#1d1c1d;">Leading new starter onboarding and contributing to recruitment.</li></ul> Who you are Ambitious - You’re looking for more than just a 9-5. We only promote internally and we promote fast. If you have the right skills and a killer attitude there’s no limit for you here. 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 <ul><li style="margin:2px 0;padding:0;color:#1d1c1d;">Strong leadership – you take ownership, care about your colleagues, and strive for excellence.</li><li style="margin:2px 0;padding:0;color:#1d1c1d;">Comfortable in high-volume, phone-driven environments – on the phones, not just behind a dashboard.</li><li style="margin:2px 0;padding:0;color:#1d1c1d;">Resilience and calmness when handling difficult or escalated customer conversations.</li><li style="margin:2px 0;padding:0;color:#1d1c1d;">A data-driven mindset – you track what matters and use it to coach and improve.</li><li style="margin:2px 0;padding:0;color:#1d1c1d;">Organisation and time management skills in relation to scheduling, 1-on-1s, and quality reviews.</li><li style="margin:2px 0;padding:0;color:#1d1c1d;">Proficient with CS tooling – ticketing systems, CRMs, diallers, and quality frameworks.</li></ul>Background <ul><li style="margin:2px 0;padding:0;color:#1d1c1d;">2+ years of experience directly managing a customer service, contact centre, or operations team with direct reports.</li><li style="margin:2px 0;padding:0;color:#1d1c1d;">A proven track record of improving a team-level KPI (CSAT, response times, FCR, productivity) – be prepared to talk numbers.</li><li style="margin:2px 0;padding:0;color:#1d1c1d;">Direct experience handling escalations and difficult customer conversations.</li><li style="margin:2px 0;padding:0;color:#1d1c1d;">Experience setting up or managing a QA framework, knowledge base, or training programme.</li><li style="margin:2px 0;padding:0;color:#1d1c1d;">Fluent in Dutch.</li></ul> If this sounds like a good match, we’re looking forward to hearing from you. The Flatpay team ❤️

Customer Support Team Lead @ Flatpay

About this role

Ready to apply?