Customer Care Officer - Netherlands

Alma; Lille; Hybrid; EUR 32,000 - 42,000; Full time

Benefits offered by this job

Health insurance

Job summary

Alma is seeking a Customer Care Officer based in Lille to support merchants and consumers in the Netherlands as part of our international expansion. You will handle inquiries, resolve issues, and help optimize onboarding and operational processes to ensure a high-quality experience.

You will work from Lille with two remote days per week, joining a fast-growing team dedicated to delivering excellent service. Occasional weekend shifts may be required approximately twice per quarter.

Qualifications

• Fluent in Dutch, French and English.
• Customer-oriented, empathetic and solution-driven.
• Well organized and rigorous in work.
• Autonomous and resourceful when solving problems.
• Comfortable in a fast-growing environment.

Responsibilities

• Handle complex requests from merchants and consumers by email and phone.
• Guide users in Alma's payment solutions.
• Provide clear, helpful responses with high customer satisfaction.
• Manage debt collection actions and follow up on delays.
• Onboard new merchants and help them implement the Alma solution.
• Monitor cases and resolve issues efficiently.
• Identify recurring issues and share insights to improve processes and tools.
• Contribute to quality reviews and operational improvements.
• Support onboarding and training of new team members as the team grows.

Skills

Dutch language

French language

English language

Customer-oriented

Empathetic

Solution-driven

Organized

Autonomous

Resourceful

Fast-growing environment

Job description

At Alma, we believe that commerce should be balanced and sustainable.

Our mission is to put finance back where it belongs: at the service of merchants and consumers.

We build Buy Now Pay Later solutions that help merchants increase sales while enabling consumers to manage their budget responsibly.

Today:

• 25,000+ active merchants
• 10 million consumers served
• 4.8/5 on Trustpilot

Our team has grown from 2 to more than 400 people and we continue to expand across Europe.

About the role

As a Customer Care Officer, you will play a key role in ensuring a smooth and reliable experience for both merchants and consumers using Alma in the Netherlands.

This position is part of our international expansion, and you will contribute directly to supporting our growth in the Dutch market. You will handle customer and merchant requests, resolve complex issues, and help improve our operational processes to deliver a high-quality experience.

This role is based in Lille, with 2 days of remote work per week.

Occasional weekend shifts may be required (approximately twice per quarter).

Your main responsibilities will include:

• Handle complex requests from merchants and consumers via email and phone
• Guide users in the use of Alma's payment solutions
• Provide clear and helpful responses while ensuring a high level of customer satisfaction
• Manage debt collection actions and follow up on payment delays
• Ensure smooth onboarding of new merchants and help them implement the Alma solution
• Monitor cases and ensure issues are resolved efficiently
• Identify recurring issues and share insights to improve processes and tools
• Contribute to quality reviews and operational improvements
• Support the onboarding and training of new team members as the team grows

About you

You would be a great fit if you:

• Have strong written and verbal communication skills in Dutch, French and English
• Are customer-oriented, empathetic and solution-driven
• Are organized and rigorous in your work
• Are autonomous and resourceful when solving problems
• Are comfortable working in a fast-growing environment

A first experience in customer support, operations or similar roles is a plus.

• Offices in Paris (10th arrondissement) and Lille - Euratechnologies
• Health insurance fully covered for you and your family
• Sustainable mobility package
• Choice of laptop (Mac or Windows)
• Regular team events and internal talks

Recruitment process

The process includes:

• Introductory interview with Talent Acquisition
• Online test
• Interview with the Team Lead or Operations Manager
• Team fit discussion with members of the Operation teams