CX Maestro: Fintech Onboarding & Support (Hybrid Amsterdam)

neno; Amsterdam; Híbrido; EUR 42.000 - 65.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid working from Amsterdam office

25 days of annual leave

Regular socials and company off-sites

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Descripción del empleo

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.