Customer Account Team Lead Netherlands

6 hours ago


Stockholm, Stockholm, Sweden Qred AB Full time

We are a cutting-edge tech-enabled bank dedicated to revolutionizing financing for small businesses across northern Europe. Our mission is to simplify access to financing and enable growth for entrepreneurs.

About the Role

The Customer Account Team Lead is responsible for ensuring our customers receive fast, personalized, and solution-oriented service. The primary objective is to increase conversion and maintain high retention rates.

Key Responsibilities:

  1. Active customer handling via phone, chat, and mail
  2. Team coaching and support for exceptional customer service
  3. Bonus target tracking for conversion and retention
  4. New colleague recruitment, onboarding, and training
  5. Quality check reporting and SLA adherence
  6. Collaboration with Credit, Tech, and Legal teams for continuous customer journey enhancement

Requirements

  • Minimum 2 years' customer service experience
  • Dutch and English language fluency (written and spoken)
  • Prior leadership experience is an advantage
  • Fintech or fast-growing organization experience is beneficial

Skills and Competencies

  • Innovative mindset - proactive issue resolution and creative thinking
  • Positive attitude - creating a can-do atmosphere among team members
  • Resilience - comfortable with change and guiding the team through transitions
  • Result-oriented - strong drive to meet and exceed organizational targets


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