Customer Support Team Lead

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.

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.

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

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.

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

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 ❤️