Customer Service Team Lead

About Flatpay Flatpay is not just another payment solution; we're dedicated to innovating the market for payment solutions and financial services in the SME segment with our customer-centric and transparent services.

We've grown into one of the fastest-growing fintech companies out of the Nordics and Denmark's fastest unicorn company. Today, we're more than 2,000 colleagues across Europe, building products that make a real difference for our customers. We've recently launched in the US and are looking for the first people to join our rocket ship out of New York!

We're ambitious, move fast, and like to challenge the status quo - but we also believe work should be fun. We celebrate wins, help each other out, and create an environment where people can do great work while genuinely enjoying the journey.

What you'll do

We're looking for an experienced Customer Service Team Lead to be both a leader and a doer. As a player-coach, you’ll take calls alongside the team while coaching and developing the people around you. In our early days in the US, you'll be hands-on with merchants every day, helping us build the processes, standards, and team culture that will shape our New York support operation as it grows.

This is a role for someone who likes a busy phone queue, gets satisfaction from making others better, and wants to grow into a bigger leadership role as Flatpay US scales.

Main responsibilities

Hands-on support (roughly half your time in the early days)

• Take inbound calls and emails: Help merchants with terminal setup, activation and day-to-day questions, plus occasional outbound follow-up calls.
• Resolve issues: Work inquiries and support tickets efficiently, and take the escalations and more complex cases from the team.
• Support sales managers: Help our sales managers with terminal-related questions, such as setup, troubleshooting, and activation.
• Oversee onboarding: Make sure onboarding contracts are prepared and all documentation is correctly completed and submitted.

Team leadership

• Lead and coach the team: Run daily huddles, hold regular one-to-ones and real-time feedback, and help each team member build their skills and confidence.
• Manage performance: Monitor call and ticket metrics against daily and weekly targets, such as response time, resolution time, quality, and customer satisfaction, and act on what the numbers show.
• Run daily operations: Own schedules and coverage, and keep queues under control during peaks.
• Onboard and train new hires: Take the lead on training new team members on our products, terminals, and ways of working.
• Uphold quality and compliance: Review calls and tickets, and make sure customer information is verified and handled securely and correctly.
• Build the playbook: Help create and improve scripts, knowledge base content, processes, and reporting as we set up the US support function.
• Be the voice of the customer: Track satisfaction data, spot trends, and bring customer insights and recommendations to sales, product, and operations.

Skills & Attributes

• 4+ years in a call center or other high-volume phone support role, including at least 1 year leading, mentoring or training others (formally or informally)
• Proven ability to coach and motivate a team while staying hands-on with the work
• A metrics-driven mindset, with experience working toward and managing daily and weekly targets
• Comfort with ticketing systems, CRMs, and reporting tools
• Calm and clear-headed when handling escalations and difficult conversations
• Able to keep the team’s queue moving while handling your own cases and escalations
• Experience building or improving support processes, scripts or knowledge base content
• Payments, POS or fintech experience is a plus
• Strong verbal and written communication skills, and fluent English. A secondary language is a plus
• Authorized to work in the U.S. without sponsorship, now or in the future
• Able to work onsite, five days a week

Why Flatpay

Joining Flatpay means stepping into a dynamic environment where innovation is encouraged, and teamwork is celebrated. Here, you'll have the opportunity to make a meaningful impact, contributing to our mission of empowering merchants to succeed.

With us, you’ll experience an ambitious drive to constantly push boundaries and redefine what's possible. While we don’t take ourselves too seriously, we take our responsibility towards our people very seriously. We welcome driven, low-ego individuals who live our values and want to grow with us.

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.

What We Offer

• Time to recharge: 15 vacation days, 9 company holidays, and 1 floating holiday to use on a day that matters to you
• Health coverage: Access to medical and dental plans
• Build your future: 401(k) with company match to help you grow your long-term savings
• Fuel for your day: Unlimited free snacks and drinks in the office

This role is a full-time role, Monday to Friday 9am – 5.30pm onsite at our Midtown, NYC Office

Salary range: $75,000-$100,000 per year