Customer Experience Specialist

neno; Amsterdam; Hybride; EUR 42 000 - 65 000; Plein temps

Avantages offerts par ce poste

Hybrid working from Amsterdam office

25 days of annual leave

Regular socials and company off-sites

Résumé du poste

Neno is seeking a Customer Experience Specialist to manage the customer journey from first contact through onboarding and ongoing support, reporting to the Head of CX. You will blend customer support, onboarding, sales, and product feedback to improve time-to-value for accounting customers.

In this hands-on role you will engage via Intercom, Slack, and WhatsApp, handle inquiries, ensure smooth onboarding, and translate feedback into product improvements while owning issues end-to-end.

Qualifications

• Native fluency in Dutch and English (speaking and writing).
• At least 2 years of experience in a Customer Support, Customer Success, Customer Operations or similar customer-facing role, preferably within B2B SaaS, fintech or financial services.
• Experience working with multiple customers simultaneously and managing a high volume of communication.

Responsabilités

• Handle incoming customer inquiries through Intercom, our consolidated platform for email, chat and WhatsApp communication.
• Support and monitor customer communication across Neno's accounting Slack channels.
• Make sure questions receive timely follow-up and are routed to the right internal expert when Accounting, Tax, Product or another team needs to be involved.
• Take ownership of customer issues rather than simply passing them from one department to another.
• Maintain clear context and internal notes so that customers do not need to repeatedly explain the same issue.
• Support the onboarding of new accounting customers into the systems and platforms they will use, coordinating the collection of missing information, documents and access required to complete onboarding.
• Monitor onboarding progress and proactively follow up when steps remain outstanding.
• Assist with transfers and migrations from previous accountants or existing systems.
• Coordinate and follow up on authorisation letters and other onboarding requirements.
• Work closely with Accounting and Customer Engagement to make sure the handover from sales to an active accounting relationship is smooth.
• Handle incoming inquiries relating to BV incorporations and business structures.
• Speak with prospective customers to understand their situation and requirements.
• Monitor ongoing incorporation processes and proactively follow up where required.
• Identify opportunities where an incorporation customer may also benefit from Neno's accounting, banking, tax or advisory services.
• Support upsell and cross-sell opportunities in a relevant and customer-focused way.
• Make sure commercial opportunities are properly recorded and followed through.
• Handle relevant inbound inquiries and identify potential new Neno customers.
• Qualify incoming leads and convert suitable opportunities into demos for the Sales team.
• Collect enough information for Sales to understand the customer, their current situation and their potential needs before the handover.
• Make sure leads receive timely follow-up and do not disappear between Support, Customer Engagement and Sales.
• Identify bugs, customer friction and recurring product issues through daily customer interactions.
• Report clear and structured feedback to the Product and Engineering teams.
• Provide context around what happened, how the customer was affected and how frequently the issue occurs.
• Help test or validate fixes where required.
• Surface customer requests and patterns that could improve Neno's product or internal processes.
• Act as the critical bridge between what customers experience and what the development team builds.
• Assist with weekly, monthly, and quarterly reporting.
• Help collect and structure information around onboarding, customer engagement, support volume, commercial opportunities, and operational performance.
• Maintain accurate information across internal and external systems and interfaces.
• Support the wider Customer Engagement team with operational follow-up and recurring administrative tasks.

Description du poste

Neno is defining the next era of AI-native financial services. We merge best-in-class financial technology across banking, payments, invoicing, accounting, payroll and tax with our own expert advisory services team.

Our team is made up of ambitious, unapologetically curious ex-founders, fintech operators, AI engineers, creatives, and financial experts from around the world.

If you thrive in a fast-moving environment, enjoy solving customer problems and want to help build better ways of working as we grow, you will feel at home at Neno.

The Role

The Customer Experience Specialist manages the customer journey from first interaction through onboarding and ongoing support, reporting directly to the Head of CX and supporting the day-to-day execution of customer engagement, onboarding, and operational processes.

Your role operates at the intersection of customer support, onboarding, sales and product feedback. On one side, you will help existing accounting customers with questions through Intercom, which consolidates email, chat and WhatsApp into one support platform, as well as through Slack. On the other side, you will support new customers through onboarding, helping maximize time-to-value ensuring critical commercial and operational opportunities are attended to, particularly in helping influence our product roadmap, and translating bugs, bleeps and bops into something the team understands and can actually improve.

This is a hands-on role for someone who is genuinely service-led by character and enjoys talking to customers, juggling multiple moving parts and taking ownership from question to resolution.

What Impact You Will Have

• Help customers get fast and clear support across email, chat, WhatsApp and Slack.
• Make onboarding smoother and reduce the time it takes new accounting customers to become fully operational.
• Help manage support across more than 150 accounting customer Slack channels.
• Convert relevant incoming inquiries into qualified demo opportunities for the Sales team.
• Identify opportunities to upsell or cross-sell additional Neno services where relevant.
• Surface recurring customer issues, bugs and product feedback to Product and Engineering.
• Help improve visibility through weekly, monthly and quarterly operational reporting.

Responsibilities

Handle incoming customer inquiries through Intercom, our consolidated platform for email, chat and WhatsApp communication.

Support and monitor customer communication across Neno's accounting Slack channels.

Make sure questions receive timely follow-up and are routed to the right internal expert when Accounting, Tax, Product or another team needs to be involved.

Take ownership of customer issues rather than simply passing them from one department to another.

Maintain clear context and internal notes so that customers do not need to repeatedly explain the same issue.

Onboarding

Support the onboarding of new accounting customers into the systems and platforms they will use, coordinating the collection of missing information, documents and access required to complete onboarding.

Monitor onboarding progress and proactively follow up when steps remain outstanding.

Assist with transfers and migrations from previous accountants or existing systems.

Coordinate and follow up on authorisation letters and other onboarding requirements.

Work closely with Accounting and Customer Engagement to make sure the handover from sales to an active accounting relationship is smooth.

Commercial Upsell

Handle incoming inquiries relating to BV incorporations and business structures.

Speak with prospective customers to understand their situation and requirements.

Monitor ongoing incorporation processes and proactively follow up where required.

Identify opportunities where an incorporation customer may also benefit from Neno's accounting, banking, tax or advisory services.

Support upsell and cross-sell opportunities in a relevant and customer‑focused way.

Make sure commercial opportunities are properly recorded and followed through.

Handle relevant inbound inquiries and identify potential new Neno customers.

Qualify incoming leads and convert suitable opportunities into demos for the Sales team.

Collect enough information for Sales to understand the customer, their current situation and their potential needs before the handover.

Make sure leads receive timely follow-up and do not disappear between Support, Customer Engagement and Sales.

Product Feedback

Identify bugs, customer friction and recurring product issues through daily customer interactions.

Report clear and structured feedback to the Product and Engineering teams.

Provide context around what happened, how the customer was affected and how frequently the issue occurs.

Help test or validate fixes where required.

Surface customer requests and patterns that could improve Neno's product or internal processes.

Act as the critical bridge between what customers experience and what the development team builds.

Reporting & Operational Support

Assist with weekly, monthly, and quarterly reporting.

Help collect and structure information around onboarding, customer engagement, support volume, commercial opportunities, and operational performance.

Maintain accurate information across internal and external systems and interfaces.

Support the wider Customer Engagement team with operational follow‑up and recurring administrative tasks.

What We Are Looking For

Experience

Native fluency in Dutch and English (speaking and writing) is a hard requirement.

At least 2 years of experience in a Customer Support, Customer Success, Customer Operations or similar customer‑facing role, preferably within B2B SaaS, fintech or financial services.

Experience working with multiple customers simultaneously and managing a high volume of communication

Experience with onboarding, account management or commercial customer conversations is a strong advantage.

Customer & Communication Skills

You communicate clearly and professionally through chat, email, WhatsApp and phone and are comfortable speaking with customers of all sizes.

You can recognize the difference between a simple support question, a deeper customer issue, and a commercial opportunity are proactive with follow-up and do not wait for customers or colleagues to remind you.

You are comfortable chasing missing information when that is what is required to move something forward. If you don’t ask, you don't get.

Organisation & Ownership

You can manage many parallel conversations and tasks without losing track of details and follow issues through until they are resolved or clearly handed over.

You are comfortable working across Support, Sales, Accounting, Product and Engineering and naturally look for ways to improve processes instead of accepting recurring problems as normal.

You are capable of prioritizing independently in a fast-moving environment.

AI & Technology

You are actively telling team members on your team about how AI is changing your role, making tools to make your work faster and smarter.

You can clearly explain a technical issue or bug to someone in Product or Engineering.

You do not need to be technical enough to build the product yourself, but you should be curious enough to understand how it works and build prototypes for improvements based on your customer insight.

What We Give You

• Modern equipment and access to the software and AI tools you need to do your best work.
• A central role in the customer experience of a rapidly growing AI-native financial services company.
• Exposure to accounting, fintech, tax, AI, product development, sales and entrepreneurship.
• Significant room to develop your responsibilities as Neno continues to grow.
• Hybrid working from our Amsterdam office.
• 25 days of annual leave on a full-time basis, plus public holidays.
• Regular socials and company off‑sites.

What You Are Signing Up For

Neno is growing quickly, so the role changes day to day. If that doesn't excite you, this role is probably not for you. One moment you may be helping a customer resolve an issue through Intercom or Slack. The next you may be preparing a new accounting customer for onboarding, speaking with a founder about incorporating a BV, following up on a migration or reporting a product bug to Engineering. Shit happens; what matters is how fast you can solve it and remain optimistic. You will have support around you, but you will also be trusted to take ownership and make decisions to keep things moving.

Our Process

We review applications on a rolling basis and move quickly when we meet someone who fits the team.

We are primarily interested in how you communicate, organise your work, handle customers and solve practical problems.

Experience matters, but ownership, curiosity and the ability to get things done matter just as much.