Customer Service & Operations Specialist

Shine; Paris; À distance; EUR 40 000 - 55 000; Plein temps

Résumé du poste

A fintech company is seeking a Customer Service & Operations Specialist to support Dutch customers. In this role, you will provide personalized assistance via various communication channels, help clients with their bookkeeping needs, and turn negative experiences into positive outcomes. Ideal candidates will have 2+ years in a customer role and a passion for exceptional service.

Prestations

Close-knit team

Professional development

Dynamic work environment

Qualifications

• Native Dutch speaker with excellent English communication skills.
• At least 2 years of experience in a customer-facing role.
• A strong customer-first mindset and solution-oriented.

Responsabilités

• Provide support via email, chat, and phone.
• Assist with income tax preparation and banking queries.
• Manage customer onboarding and update financial information.

Connaissances

Problem-solving

Customer care

Organization

Team player

English communication

Outils

Slack

Notion

Intercom

Description du poste

Overview

Customer Service & Operations Specialist (Dutch-speaking) – Amsterdam

At Ageras, we are redefining how entrepreneurs—freelancers, self-employed professionals, and SMEs—manage their banking and administrative tasks. Through seamless tools and innovative accounting & banking solutions, we help them focus on what matters most : growing their businesses.

Our vision is to become the best friend of every small entrepreneur across Europe.

Over the years, Ageras has grown through the merging of top European FinTechs like Shine (), Kontist (), Tellow (), and more. Today, we’re a team of nearly 500 people working together from Paris, Amsterdam, Copenhagen, and Berlin.

Customer Support & Operations at Ageras

Our Support team is the front line of the Ageras experience, making sure our users receive fast, empathetic, and insightful help whenever they need it. We’re a tight-knit and supportive crew working out of our Amsterdam office - collaborating daily and supporting each other to ensure we deliver exceptional value to our customers.

We’re now looking for a Customer Service & Operations Specialist (NL) to join us full-time and to take on a vital role in supporting our Dutch customers.

Your Role as a Customer Service & Operations Specialist

You’ll be the trusted point of contact for entrepreneurs, freelancers, and bookkeepers who use our platform, ensuring their experience with Ageras is smooth, productive, and even delightful. From resolving questions to guiding users through onboarding and supporting their bookkeeping needs - you’ll play a major part in building lasting relationships and operational excellence.

Your day-to-day will include

• Providing support via email, chat, and phone to entrepreneurs, bookkeepers, and small businesses - always with a personal, thoughtful touch even during busy times.
• Assisting with income tax preparation and banking / accounting queries.
• Supporting customer onboarding and helping users update financial information and navigate bookkeeping tasks.
• Turning negative customer experiences into positive outcomes through proactive outreach and smart problem-solving.
• Writing Help Center content and contributing to an ever-improving knowledge base.
• Managing and replying to customer reviews across platforms and gathering insights to improve the product.
• Prioritize incoming requests, optimize communication channels, and ensure smooth coordination with internal teams to enhance service efficiency
• Investigate banking and accounting cases, identify solutions, escalate technical issues or bug reports, and ensure clear and accurate guidance for customers

About You

You’re someone who enjoys solving problems, helping others succeed, and growing your own expertise along the way. You have a genuine passion for customer care, a knack for organization, and thrive in dynamic environments.

Must-haves

• Native Dutch speaker with excellent English communication skills - both written and spoken.
• At least 2 years of experience in a customer-facing role (e.g., support, sales), ideally in a SaaS or tech-driven company.
• A strong customer-first mindset - you’re empathetic, solution-oriented, and care about delivering quality service.
• A proactive team player : you enjoy collaborating, taking feedback, and helping colleagues.
• Tech-savvy and excited to work with tools like Slack, Notion, Intercom, and others.

Nice-to-haves

• Background or knowledge of bookkeeping, accounting, or finance.
• Familiarity with digital platforms, or FinTech.
• Experience with process optimization and customer feedback loops.

Soft skills we value

• Caring and committed - our customers and your team can count on you.
• Organized, calm under pressure, and resilient when things get busy.
• Curious and proactive - always eager to learn and improve.

What You’ll Achieve

In 3 months :

You’ll be confidently handling chat and phone support and navigating internal systems with minimal assistance.

In 6 months :

You’ll manage both chat and phone support independently and offer guidance on bookkeeping basics.

In 1 year :

You’ll onboard new "Complete" users and provide advanced assistance to our most loyal customers.

Why You’ll Love This Job

• You’ll be part of a close, positive, and collaborative team.
• You will gain a lot of bookkeeping experience and fine tune your soft skills in how to handle customers - even the difficult ones : -)
• You’ll get to work directly with customers and have a tangible impact on their day-to-day success.
• You’ll develop strong support, operations, and bookkeeping skills in a fast-paced, growth-driven environment.
• You’ll work alongside amazing colleagues like Lex, Li Yan, Chiara, and Xander - with Maron as your manager and mentor.
• The chance to build your professional network and develop valuable career skills in a supportive environment
• Exposure to diverse perspectives and the opportunity to learn from colleagues across departments and countries

Our recruitment process

A 30-minute intro call with a Talent Acquisition Specialist.

A 45-minute interview with your future manager to dive deeper into your experience.

A 45-minute business case to showcase your skills and approach.

A final 30-minute team meeting and soft skills interview to explore your fit within the team.