Program Support Partner (Fintech)

TL;DR

Program Support Partner (Fintech): Handling inbound and outbound interactions to resolve complex inquiries for clients and merchants with an accent on timely issue resolution and proactive communication. Focus on de-escalating challenging situations and improving program usage through exceptional service delivery.

Location: Hybrid (Rijswijk, Netherlands)

Company

A global B2B payments and invoicing network that helps sellers automate accounts receivables and provide flexible trade credit options.

What you will do

• Serve as the primary contact for clients, merchants, and customers to resolve common questions and system issues.
• Handle inbound and outbound calls and emails, ensuring compliance with SLAs and service standards.
• De-escalate challenging customer situations and route unresolved issues to appropriate team members.
• Proactively contact customers to address rejections, disputes, authorizations, and technical needs.
• Collaborate with leadership to improve internal processes, documentation, and training materials.

Requirements

• Minimum two years of customer support experience with inbound/outbound calls and email case management.
• Fluent or Native proficiency in French (Written & Verbal).
• English proficiency at level C1 or higher.
• Proficiency with Microsoft Outlook, Word, and Excel.
• Must be based in or able to work from Rijswijk, Netherlands for a hybrid setup.

Culture & Benefits

• Hybrid work model with a casual office environment and dress code.
• 26 vacation days per year and a pension plan with Nationale Nederlanden.
• Competitive salary and bonus scheme.
• NS Business Card for commuting.
• Additional perks including fruit at work, company outings, and days off for volunteer work.