Team Lead Credit Risk - EMEA

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 ❤️

ABOUT THE JOB Flatpay is one of the fastest-growing fintech companies in Europe. In just over three years, we’ve grown into a team of more than 1,500 colleagues, active across Denmark, Finland, Italy, Germany, France, the United Kingdom, and since January also in the Netherlands.  Our mission is clear and powerful: to make card payments fair, transparent, and stress-free for small and medium-sized businesses. No complicated pricing, no hidden fees, no surprises - just one flat rate for all cards. Employment type: Full-time Location: Amsterdam - onsite 5 days per week WHAT YOU'LL DO Responsibilities Lead the team commercially * Set daily priorities for the team based on commercial value — high-TPV at-risk customers come first * Run weekly pipeline reviews across all at-risk cases and hold the team to clear outcomes * Hire and develop agents who operate with a sales mindset, not a service one Manage and develop Team Leads  * Manage, onboard, and develop Team Leads who can run the floor, coach agents, and own their segment of the portfolio * Set clear performance expectations for Team Leads and hold them accountable through regular 1:1s and pipeline reviews * Develop Team Leads into strong commercial coaches — ensuring they can shadow calls, give structured feedback, and close the gap between top and average agents * Build the bench: identify high-potential agents and create a pathway for them to grow into Team Lead roles Own decision-making quality * Decide which cases are worth working — and deprioritise the rest * Approve defensive commercial actions (rate adjustments, counter-offers) with clear criteria * Ensure saves are commercially sound: not every customer should be retained at any price Keep the data clean and the process tight * Enforce mandatory data capture * Continuously improve tooling, workflows, and escalation paths * Work with Sales, Ops, and Finance to close the loop on churn root causes   How You'll Be Measured Success in this role is measured in outcomes, not activity. You'll be held to: * Save rate — % of worked at-risk cases resulting in a retained merchant, improving month-on-month * ARR protected — monthly ARR saved by the team * Active customer rate — portfolio-level % of active merchants * Infancy churn rate — cancellations within the first 180 days * Time to first contact — speed of outreach to at-risk signals * Cancellation reason capture — 95%+ structured reasons recorded * Rep performance spread — variance in save rates narrowing through coaching Skills & Attributes * Confident running difficult commercial conversations — objections, competitor pressure, pricing * Strong instinct for prioritisation: you know which conversations are worth having and which aren't * Data-driven: you read pipeline metrics, spot problems early, and adjust your team's focus accordingly * Structured and repeatable in how you work — you build processes, not just one-off wins * Experience managing Team Leads or senior agents — you lead through others, not just directly WHO YOU ARE This role is perfect for you if you have: * 2–4 years of experience in a retention, B2B sales, or commercial role where you have been part of or managed a commercial team * experience managing Team Leads or senior agents in a sales or commercial environment * the ability to speak fluently in Dutch  * the right to work in the the Netherlands (visa sponsorship is not available for this role) WHY FLATPAY? Massive opportunity: Join at launch stage and shape our success in the Dutch market. Uncapped earning potential: The more you sell, the more you earn. Fast-track career growth: We promote from within, and we move fast. Supportive culture: No politics, no bureaucracy – just good people building great things together. International environment: Be part of a diverse, ambitious team across 6+ countries.