Senior Customer Operations Lead - Payments

MultiSafepay; Amsterdam; Hybrid; EUR 50,000 - 70,000; Full time

Benefits offered by this job

Health insurance

Professional growth opportunities

Office with beach view

Spanish classes and afterwork sports

Job summary

MultiSafepay is seeking a Senior Customer Operations Specialist to own day-to-day operational performance across queues and workflows while mentoring the team. You will coordinate incident responses, drive process improvements, and ensure activities align with regulatory requirements, serving as the first contact for merchants during account setup and payment processing.

The role emphasizes collaboration with Integrations, QA, and other departments, with a focus on operational excellence,

Qualifications

• 3+ years in a customer-facing team, preferably within Payments
• Clear, structured communication across multiple stakeholders
• Strong operational decision-making and problem solving
• 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

Stakeholder engagement

Problem solving

Analytical thinking

English & Dutch fluency

Job description

MultiSafepay is seeking a Senior Customer Operations Specialist to own day-to-day operational performance across queues and workflows while mentoring the team. You will coordinate incident responses, drive process improvements, and ensure activities align with regulatory requirements, serving as the first contact for merchants during account setup and payment processing.

The role emphasizes collaboration with Integrations, QA, and other departments, with a focus on operational excellence,