Customer Support Team Lead

Product Marketing Manager

Omnisend

Working at Omnisend is... kind of boring. Not the soul-crushing kind of boring — more like the “no drama, no chaos, just smart people doing great work” kind. The kind that lets you focus on what matters, without pointless meetings, micromanagement, or bureaucracy. We’re data-driven. We test, we iterate, we improve. Gut feelings don’t drive decisions — insights do. We trust each other. We’re transparent, give real feedback, and actually listen. No egos, no hand-holding — just a team of experienced professionals moving fast, adapting easily, and delivering impact. Omnisend is customer-funded and customer-driven. Our work is rooted in solving real problems that help ecommerce brands grow. No empty promises — we bring in results. And yes, we have fun. But the grown-up kind — workations, team gatherings, the occasional party. No forced fun, no awkward icebreakers. Just genuine moments with a team that actually enjoys working together.   About the role: As a Product Marketing Manager in the Product Communications team, you turn product and customer insights into clear, timely communication that drives product adoption and customer retention. You combine strong product knowledge with an understanding of the customer lifecycle to identify problems, define communication triggers, and equip the Product Comms team with the right messaging, campaigns, and assets.

Customer Support Team Lead

Flatpay

ABOUT THE JOB Flatpay is one of Europe’s fastest-growing fintech companies and we’ve recently launched in the UK. Role Title Role: Customer Support Team Lead Location: 5 days a week – London, White City Lead and develop our UK Customer Support team as we scale – owning quality, performance, and day-to-day operations. Responsibilities * Manage day-to-day operations of the UK Customer Support function. * Coach, train, and develop agents; run regular 1:1s, side-by-sides, and quality reviews. * Own team KPIs – CSAT, response and resolution times, ticket volume. * Handle escalations and difficult customer conversations personally where needed. * Own and continuously improve the QA framework – set the standard, measure against it, close the gaps. * Manage shift coverage, holiday planning, and absence across the operating window. * Surface trends from customer interactions and feed them back to operations. * Lead onboarding for new joiners and contribute to recruitment. Skills & Attributes * Strong leadership – you take ownership, care about your colleagues and strive for excellence. * Comfortable in high-volume phone-based environments – on the queue, not just behind a dashboard. * Resilience and composure when handling difficult or escalated customer conversations. * Data-driven mindset – you track what matters and use it to coach and improve. * Organisation and time management across scheduling, 1:1s, and quality reviews. * Fluent with CS tooling – ticketing systems, CRMs, diallers, and quality frameworks. Our Values At Flatpay, how we work matters as much as what we achieve. Happy Humans – We bring energy to our work and create teams people enjoy being part of. No Assholes – We perform at a high level while treating colleagues and customers with respect. It’s Our Business, Own It – Everyone takes responsibility and manages their work like it’s their own business. Start With No – We challenge ideas, think commercially and focus on what truly creates value. Sky-High Ambitions – We set bold goals and expect people to keep raising the bar. The Best Argument Wins – Titles don’t decide outcomes. We debate openly to reach the best decisions. Background & Requirements * 2+ years directly managing a customer support, contact centre, or operations team with direct reports. * Demonstrable track record improving a team-level KPI (CSAT, response times, FCR, productivity) – be ready to talk numbers. * Direct experience handling escalations and difficult customer conversations. * Experience designing or running a QA framework, knowledge base, or training programme. * Fluent in English. * Right to work in the UK (unfortunately we can’t offer visa sponsorship right now). Nice to have * Fintech, payments, SaaS, telco, energy, or insurance background. * Experience managing or working alongside outsourced/BPO teams. * Experience with vulnerable customer handling or FCA-regulated environments. Hiring Process 1. Application Review – Our Talent Team reviews your CV to assess experience and potential fit. 2. Talent Team Call (20–30 minutes) – A conversation to understand your background and experience. 3. First stage interview - A 1:1 Microsoft Teams interview with the hiring manager. 4. Final Interview – A 1:1 In person interview with the hiring manager. 5. Offer – Successful candidates receive a fast-turnaround offer, with onboarding dates available monthly.

Customer Support Team Lead

Flatpay

ABOUT THE JOB Who we are   Flatpay is one of the fastest growing companies in Europe and was founded 3 years ago in Copenhagen with a simple mission; to take the stress out of card payments for small-medium businesses who want to focus on what they do best - running their business. But monthly hardware fees, a different rate for every card, extra costs on each transaction and confusing price increases have made payments stressful and time consuming.   That’s why we started Flatpay. * One low, flat rate across all cards * Free best in class card terminal *  No startup fees, no monthly fees & no hidden fees * Next working day payouts * 24/7 NL based customer support We’re already more than 1,000 people across Denmark, Finland, Italy, Germany, France and the UK. WHAT YOU'LL DO Role: Customer Support Team Lead Start Date: As soon as possible Location: On site 5 days per week in our Amsterdam office As a Customer Support Team Lead for the Dutch market, you'll be the voice of Flatpay.  Your day-to-day * Managing the day-to-day operations of the Netherlands Customer Support function. * Coaching, training, and developing staff; holding regular 1-on-1s, side-by-sides, and quality reviews. * Owning the team’s KPIs – CSAT, response and resolution times, ticket volume. * Personally handling escalations and difficult customer conversations where needed. * Owning and continuously improving the QA framework – setting the standard, measuring against it, and closing the gaps. * Managing shift cover, holiday planning, and absence within the operational window. * Identifying trends from customer interactions and feeding them back into the operation. * Leading new starter onboarding and contributing to recruitment. WHO YOU ARE Ambitious - You’re looking for more than just a 9-5. We only promote internally and we promote fast. If you have the right skills and a killer attitude there’s no limit for you here.   Humble - We only work with people we like and once you join it’ll be your job to ensure that too. You’re kind, low ego and people love working with you. Smart - This isn’t proven by a university degree; smart to us means high EQ. You’re quick on your feet, love talking to people and have natural instinct for relationships. Skills & Attributes * Strong leadership – you take ownership, care about your colleagues, and strive for excellence. * Comfortable in high-volume, phone-driven environments – on the phones, not just behind a dashboard. * Resilience and calmness when handling difficult or escalated customer conversations. * A data-driven mindset – you track what matters and use it to coach and improve. * Organisation and time management skills in relation to scheduling, 1-on-1s, and quality reviews. * Proficient with CS tooling – ticketing systems, CRMs, diallers, and quality frameworks. Background * 2+ years of experience directly managing a customer service, contact centre, or operations team with direct reports. * A proven track record of improving a team-level KPI (CSAT, response times, FCR, productivity) – be prepared to talk numbers. * Direct experience handling escalations and difficult customer conversations. * Experience setting up or managing a QA framework, knowledge base, or training programme. * Fluent in Dutch. If this sounds like a good match, we’re looking forward to hearing from you.   The Flatpay team ❤️