Customer Service Lead — Banking Partnerships (Hybrid)

CASH by Batopin; Brussel Hoofdstad; Hybrid; EUR 60,000 - 90,000; Full time

Benefits offered by this job

Company car

Fuel card

Meal vouchers

Insurance package

Bonus scheme

Hybrid working

Job summary

CASH by Batopin in Belgium is seeking a Customer Service Lead to guide a cross-functional CS team, collaborate with member banks, and oversee incident and dispute handling. You will drive continuous improvement of processes and tooling while building strong relationships with banks and internal teams.

You will balance people leadership with hands-on problem solving, owning complex cases and driving operational excellence in a fast-paced fintech environment.

Qualifications

• Experience leading or coaching people.
• Proven background in customer service, service management, or operations.
• Strong stakeholder mindset with professional customers or partners.
• Structured, analytical problem-solving approach.
• Ability to connect information from multiple sources to root causes.

Responsibilities

• Lead, coach and develop the Customer Service Officers in their daily work.
• Build a team environment based on ownership, collaboration and accountability.
• Prioritise incoming requests, escalations and operational issues.
• Handle complex cases and stakeholder discussions.
• Share knowledge and continuously improve the team's ways of working.
• Act as trusted operational contact for member banks and coordinate with banks/partners during incidents.

Skills

People leadership

Customer service

Stakeholder mgmt

Payments domain

Analytical thinking

Multilingual

Tools

PowerBI

Excel

Job description

CASH by Batopin in Belgium is seeking a Customer Service Lead to guide a cross-functional CS team, collaborate with member banks, and oversee incident and dispute handling. You will drive continuous improvement of processes and tooling while building strong relationships with banks and internal teams.

You will balance people leadership with hands-on problem solving, owning complex cases and driving operational excellence in a fast-paced fintech environment.