Customer Service Lead — B2B Banking & Incident Ops Flexible

Jobtoolz; Belgique; Hybrid; EUR 65,000 - 90,000; Full time

Benefits offered by this job

Company car and fuel card

Group and hospitalisation insurance

Meal vouchers

Bonus scheme

Flexible working

Job summary

Jobtoolz in Belgium seeks a Customer Service Lead to direct the CS team, bridge with banks, and coordinate with tech partners. You will own complex cases, guide incident responses, and push continuous improvements in processes, tools and documentation.

You will combine leadership with cross-functional collaboration, focusing on operational problem-solving and stakeholder satisfaction in a dynamic fintech environment.

Qualifications

• Experience leading or coaching people and growing into leadership.
• Experience in customer service, service management, operations, payments or banking.
• Strong customer and stakeholder mindset with partners experience.
• Structured, analytical problem-solving approach.
• Ability to connect information from multiple sources and root cause issues.
• Excellent organizational skills and ability to manage multiple priorities.
• Clear communication tailored to different audiences.
• Interest in payments, banking, ATMs or fintech; sector knowledge is a plus.
• Fluency in Dutch, French and English.

Responsibilities

• Lead and develop the Customer Service Officers, fostering ownership and collaboration.
• Manage relationships with member banks and coordinate with technology partners.
• Own complex cases and escalations, coordinating across teams and partners.
• Support incident management and post-incident improvements.
• Analyse service and incident data to identify trends and drive improvements.
• Build knowledge materials and onboard/train team members and stakeholders.
• Be the main contact point for the Communication Team with timely input.

Skills

People leadership

Stakeholder management

Customer service

Problem solving

Analytical thinking

Organizational skills

Communication skills

Payments / banking domain knowledge

Dutch, French, English

Tools

Excel

PowerBI

Job description

Jobtoolz in Belgium seeks a Customer Service Lead to direct the CS team, bridge with banks, and coordinate with tech partners. You will own complex cases, guide incident responses, and push continuous improvements in processes, tools and documentation.

You will combine leadership with cross-functional collaboration, focusing on operational problem-solving and stakeholder satisfaction in a dynamic fintech environment.