We’re a cutting-edge tech-enabled bank on a mission to revolutionize financing for small businesses across 7 markets in northern Europe. Our innovative solutions aim to simplify access to financing and enable growth for small businesses. As we scale, we are now looking for a Customer Account Team Lead Netherlands to be part of our journey to transform the financial landscape for entrepreneurs.

About the role

The Customer Account Team Lead is responsible for ensuring that our customers receive a fast personalized and solution-orientated experience. The objective of this first-class customer service is increasing conversion and maintaining high retention rates. This role requires CRM and product knowledge, and the ability to complete projects on time. It also requires communication, people management, and teamwork skills. The Customer Account Team Lead works closely with the Collections and Underwriting Team Leads to ensure the full circle approach to the country’s risk appetite. The role combines operational responsibilities with management functions. It involves ensuring the smooth execution of daily activities, both through your own actions and by guiding the team. Additionally, you will focus on supporting, coaching, and developing the team to drive performance and achieve targets.

Key Responsibilities

• Actively handle customer tasks such as onboarding customers, and answering their queries, via phone, chat, and mail

• Coach, guide, and support the team to deliver exceptional customer service

• Keep track of bonus targets about conversion and retention

• Support recruiting, onboarding, and training of new colleagues

• Reporting of Quality checks and SLAs to ensure the level of service

• Collaborate with Credit, Tech, and Legal teams to continually enhance the customer journey

• Foster a culture of collaboration, trust, and positivity within the team

Qualifications

• Minimum of 2 years’ experience in customer service

• Fluent in Dutch and English, both written and spoken

• Prior leadership experience is a strong advantage

• Experience within fintech or a fast-growing organization is a plus

Skills and Competencies

• Innovative mindset - proactive in identifying and resolving issues, and creative thinking to innovate customer and team challenges

• Positive attitude - creating a can-do attitude among team members

• Resilience - comfortable with change and ability to guide the team through transitions

• Resultorientated - a strong drive to meet and exceed organizational targets
  
  We are also looking for someone who aligns with our leadership values:

• Lead by example

• Empowering

• Visionary

One last thing - if you’re about to send in your application

We evaluate applications on a rolling basis. If your profile aligns with our requirements, the next steps are:

1.  Initial interview with the Hiring Manager and HR Representative

2.  Case study discussion with the Hiring Manager and a Country Manager from another market.

This is a full-time, permanent position based in Stockholm. Don’t wait to send in your application, as the deadline for applying is January 23rd, 2025. While the start date is flexible, the right candidate can join us immediately.

Qred celebrates diversity and does not discriminate based on ethnicity, religion, national origin, gender, sexual orientation, age, disability status, or any other applicable characteristics protected by law.