Head of Customer Service

3 weken geleden

Amsterdam, Nederland Ageras Voltijd
About the Job:

We are looking for you if: 

  • You are keen to be a part of a rapidly growing Fintech company in Europe and the US
  • You share our passion for undertaking innovative work to help small businesses succeed
  • You’re enthusiastic about customer satisfaction, loyalty and retention, and service procedures, ideally in the fields of banking, accounting, and tax.
  • You have fundamental experience in leading a team of dedicated customer service specialists. Being in charge of developing the team, and guiding the team to take the customer experience to the next level.

As a Head of Customer Service & Operations, you will play a key role in the Revenue team. You will be responsible for executing the strategy and leading the Customer Service team specialized in our Banking, Accounting, and Tax solutions. With new and innovative ideas, you will help take our customers’ retention in the Dutch market to the next level. 

You will be handling Ageras’ operational processes and our customer service KPIs and goals. This includes compliance with the Dutch regulatory requirements, especially in the fields of Banking, Accounting, and Tax services. 

Your work will involve: 

  • Execution of the customer service strategy and leading the CS&O team
  • Develop & deliver training programs to enhance the skills and knowledge of the CS&O team
  • Monitor and report on KPIs and goals
  • Carry the responsibility for the Dutch banking, accounting, and tax services
  • Foster cross-team collaboration and engagement
  • Provide product development feedback
  • Create, optimize, and drive processes
  • Escalation and crisis management (in the Dutch space) 
  • Manage the technology and tools utilised in the CS&O team

Throughout the trajectory, you will work with peers and leaders across the international Revenue organisation, and interact with the Product team. 

Requirements

To succeed in this role you:

  • Have near-native Dutch and English language skills
  • +2 years experience in a similar role 
  • Experience successfully supporting B2B customers, ideally small businesses
  • Motivational and inspirational skills leading a team
  • The ability to develop loyalty with stakeholders
  • The ability to consult and advise on the best solution for customers
  • Strong client-facing and communication skills
  • Great collaboration skills and being a big supporter of internal knowledge sharing
  • Are available for and have no objection to handling demanding customers
  • Maintain the highest integrity and compliance in everything
  • Are happy to work from our Amsterdam office three days per week

Benefits

We help you succeed by offering:

  • Modern state-of-the-art office with carefully thought-out floor plans and work settings
  • Freshly prepared office lunch (it’s awesome)
  • Dynamic team and work environment where you can be creative and make things happen
  • A  high degree of autonomy within a fun, energetic, result-driven international team culture
  • A culture of inclusion where all our employees feel valued and respected
  • A caring environment where we encourage you to grow, develop, and take on opportunities that set you on a path of career advancement

Interested in applying?

We would love to hear from you if you are excited to join our team. Please submit your CV via the Apply button. 

Research shows that while men may apply for a job even if they just meet 60% of the job criteria, women tend to apply only if they meet 100% of the criteria. We encourage you to apply even though you may feel you do not meet all the criteria. If you have any questions, feel free to connect with our People and Culture team’s Talent Acquisition Specialist Nadine Loyal-Perk.

About Ageras:

Ageras is a software platform enabling +300.000 small businesses all over Europe to run their business in a better way by integrating accounting, banking, and taxes into an intuitive dashboard so the business owners can focus on running their business and eliminate administrative burdens.

With offices located in Copenhagen, Helsinki, Berlin, Amsterdam, Gdańsk, and Philadelphia, Ageras is a leading international provider of banking and accounting services assisting small businesses across Europe and the US.

Equal Opportunity Employer:

Ageras is an Equal Opportunity Employer. We follow the principle of equal treatment to consider all job applicants and do not discriminate based on their gender, sexual orientation, color, racial or ethnic origin, religion, disability, etc. as per applicable law.

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