Customer Support Manager

OSL; Amsterdam; On-site; EUR 70,000 - 100,000; Full time

Job summary

A leading digital asset platform in Amsterdam is seeking a Customer Support Manager. This role involves overseeing customer complaint handling, ensuring timely resolutions, and maintaining transparent communication standards. Ideal candidates will have at least 8 years of experience in customer operations within financial services, with a strong focus on complaints management and conduct risk. The position offers a chance to work with complex regulatory frameworks and contribute to a pioneering payment infrastructure.

Qualifications

• Min 8 years of experience in customer operations, complaints management, or conduct risk within financial services.
• Strong understanding of customer protection and complaint handling frameworks.
• Experience in managing customer support processes and reporting.

Responsibilities

• Oversee customer complaint handling and ensure timely resolution.
• Establish complaints reporting and escalation procedures.
• Monitor conduct risk and customer treatment practices.

Skills

Customer operations

Complaints management

Conduct risk

Stakeholder management

Communication skills

Job description

Overview

We are seeking a Customer Support Manager to oversee complaint handling, customer communications, and conduct monitoring. The role ensures fair customer treatment and transparent communication practices, supporting consumer protection expectations under Markets in Crypto-Assets Regulation and the supervisory mandate of Autoriteit Financiële Markten.

Responsibilities

• Oversee customer complaint handling and ensure timely resolution
• Monitor conduct risk and customer treatment practices
• Maintain transparent customer communication standards across support channels
• Establish complaints reporting and escalation procedures
• Track complaint trends and provide conduct reporting to management
• Ensure customer support processes align with regulatory expectations under Markets in Crypto-Assets Regulation

Requirements

• Min 8 years of experience in customer operations, complaints management, or conduct risk within financial services, fintech, or digital assets
• Background in payments, fintech, or digital asset / crypto industry
• Strong understanding of customer protection, complaint handling frameworks, and conduct governance
• Experience building or managing customer support processes and reporting
• Familiarity with regulatory expectations from Autoriteit Financiële Markten is a plus
• Strong stakeholder management and communication skills

Vision & Mission

• OSL is the first SFC-licensed digital asset platform in Hong Kong and a PayFi innovator. Through stablecoin payments, cross-border settlement and global licensing, we are building the next-generation payments network. Stablecoins have become everyday money across emerging markets and are widely viewed as blockchain’s “killer app,” with industry focus shifting from token issuance to real-world consumer and enterprise payment adoption. The strongest growth lies in cross-border B2B payments, where providers embedding stablecoins into corporate settlement flows can capture significant volume and float. Long-term defensibility comes from regulatory licences, banking partners and cross-border corridors.
• OSL holds or has acquired licences in Hong Kong, Japan, Australia, Bermuda and Indonesia, and is expanding into Europe, Brazil, Southeast Asia and Africa through acquisitions and licence applications. With OSL Pay and StableX, we embed stablecoin settlement into bank accounts and card networks, support 150+ digital assets, and provide 24/7 fiat–stablecoin conversion. As a regulated pioneer with a startup mindset, we believe the future of payments will be driven by real adoption and scalable deployment, not technology narratives. We welcome builders who are passionate about crypto and payments to join us in shaping compliant, global payment infrastructure.