Senior Customer Operations Lead - Onboarding & SLAs

MultiSafepay; Amsterdam; On-site; EUR 65,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Office with an amazing view of the sea

Job summary

MultiSafepay is seeking a Senior Customer Operations Specialist to own day-to-day performance across queues and workflows, driving incident response and process improvements while mentoring the team. You will ensure compliance and coordinate with multiple stakeholder groups.

Based in Amsterdam, you will guide merchants through account setup and payment processes, becoming the customer’s voice and helping optimize our product experiences across Integrations, QA, and Product teams.

Qualifications

• 3+ years of experience in a customer-facing team – preferably within Payments
• Clear, structured communication skills with the ability to engage multiple stakeholders, partners, and external parties
• Strong operational decision-making and problem solving skills
• Strong analytical skills and pattern recognition
• Fluency in English and Dutch

Responsibilities

• Acting as first line contact with merchants, guiding them through account setup, configuration, and payment processes
• Owning day-to-day customer operations performance across assigned queues and workflows, ensuring SLAs, backlog, and quality targets are consistently met
• Providing guidance to the rest of the Customer Operations team when troubleshooting ECOM and POS issues, and coordinating incident response with post-incident follow-up
• Supporting onboarding, training, and capability uplift across the team, and contributing to shift planning and coverage to ensure operational continuity
• Maintaining operational SOPs and workflows, flagging opportunities for improvement when faced with repetitive questions about products and account configuration, and driving process improvements within the team
• Helping ensure operational activities align with regulatory and compliance requirements, identifying and escalating operational risks in a timely manner, and supporting internal and external audits where required

Skills

Customer operations

Operational decision-making

Analytical skills

Problem solving

Clear communication

English/Dutch fluency

Job description

MultiSafepay is seeking a Senior Customer Operations Specialist to own day-to-day performance across queues and workflows, driving incident response and process improvements while mentoring the team. You will ensure compliance and coordinate with multiple stakeholder groups.

Based in Amsterdam, you will guide merchants through account setup and payment processes, becoming the customer’s voice and helping optimize our product experiences across Integrations, QA, and Product teams.