Customer Service & Operations Specialist, NL Accounting & Banking

Hub; Amsterdam; On-site; EUR 38,000 - 50,000; Full time

Job summary

Shine is seeking a Customer Support Specialist in Amsterdam to join our hands-on team. You will be the trusted contact for Dutch customers, helping with on-boarding, bookkeeping questions, and day-to-day support across email, chat, and phone.

You’ll turn inquiries into smooth experiences and contribute to a growing, customer-centric fintech platform. You should be a native Dutch speaker with strong English, at least 2 years in a customer-facing role, and a keen interest in SaaS or tech.

Qualifications

• 2+ years in a customer-facing role (support, sales, etc.) in a SaaS or tech-driven environment.
• Native Dutch speaker with clear English communication.
• Genuine customer-focused mindset — empathetic, solution-oriented and service-driven.

Responsibilities

• Provide support via email, chat, and phone to entrepreneurs, bookkeepers, and small businesses — with a personal touch.
• Assist with income tax preparation and banking/accounting queries.
• Support customer onboarding and help users update financial information and navigate bookkeeping tasks.

Skills

Customer focus

Team player

Problem solving

Communication

Organized

Proactive learner

Tools

Slack

Notion

Intercom

Job description

Shine is the financial copilot for entrepreneurs and small business owners.

Founded by serial entrepreneurs Rico Andersen and Martin Hegelund, Shine is a leading European fintech unicorn on a mission to restore the joy of running a business, by ending wasted time on financial admin. Shine offers a connected solution for invoicing, accounting, payroll, business accounts, payments, and financing, meaning business owners can focus their energy on growing a healthy business, not held back by manual admin.

Part of something bigger

Today we're part of Cegid, a European leader in cloud software for finance and accounting. Together we're building Europe's leading financial copilot for small businesses and their accountants. Shine already supports more than 400,000 small businesses. As part of Cegid, we now reach over one million small businesses and 15,000 accountants across Europe. We're a multicultural team working from France, Germany, Denmark and the Netherlands, contributing to a wider European network that spans Spain, Portugal.

Your hiring experience matters

Just as we respect our customers' time, we respect yours. Your experience with Shine and Cegid should feel simple, transparent and genuinely supportive. If this sounds like somewhere you want to grow, we'd love to hear from you.

Customer Support at Shine

Our Support team is the front line of the Shine 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 Support Specialist in Amsterdam to join us full-time and to take on a vital role in supporting our Dutch customers, especially on the accounting questions.

Your Role as a Customer Support Specialist

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

You will be responsible for:

• 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 on-boarding 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, elevate technical issues or bug reports, and ensure clear and accurate guidance for customers

Job located in Amsterdam

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.

• You have 2+ years in a customer-facing role (support, sales, etc.), ideally in a SaaS or tech-driven environment., and having an experience or knowledge in bookkeeping is a plus.




• You are a native Dutch speaker and communicate clearly and confidently in English.




• You are genuinely customer-focused — empathetic, solution-oriented, and service-driven.




• You are a true team player who collaborates easily and values feedback.




• You are comfortable with tools like Slack, Notion, and Intercom — and curious to explore new ones.




• You are reliable, organized, and stay composed under pressure.




• You are proactive, eager to learn and grow — and you enjoy improving processes and turning customer feedback into action.

Our recruitment process

A 30-minute intro call with a Talent Acquisition Specialist (in English)

A 45-minute interview with your future manager, Maron, 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.

What we offer

• Impact: This team is foundational to ensuring multiple aspects of Shine’s business is operating as the best on the market.




• Ownership: Join a team and help shape its mission just as it’s getting started, with support from experienced leaders.




• Innovation: Work in a dynamic, ambitious environment with space to grow and try our ideas and approaches




• Mission-driven: Likes our mission to help entrepreneurs succeed by giving them better, smarter banking and administrative tools.

Equal Opportunity Employer

We follow the principle of equal treatment to consider all job applicants and do not discriminate based on their gender, sexual orientation, color, racial or ethnic origin, religion, disability, etc. as per applicable law.