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.

• 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

We’re already more than 1,000 people across Denmark, Finland, Italy, Germany, France and the UK.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

• 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.

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

• 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.

Background

• 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 ❤️