Senior Customer Service and Operations Manager

2 weeks ago

Copenhagen, Copenhagen, Denmark Billy ApS Full time
Customer Service and Operations Manager

As a key member of our Revenue team, you will be responsible for executing the strategy and leading the Customer Service team. Your focus will be on our Banking, Accounting, and Tax solutions, taking our customers' retention in our Nordic markets to the next level.

You will handle Ageras' operational processes and customer service KPIs and goals. This includes compliance with the Danish regulatory requirements, especially in the field of Accounting services.

We are looking for someone who:

  • Takes pride in being a part of a rapidly growing Fintech company in Europe and the US
  • Shares our passion for undertaking innovative work to help small businesses succeed
  • Is enthusiastic about customer satisfaction, loyalty, and retention, and service procedures, ideally in the fields of banking, accounting, and tax
  • Has fundamental experience in leading a team of dedicated customer service specialists

Your work will involve:

  • Executing the customer service strategy and leading the CS&O team in Denmark and Finland
  • Developing and delivering training programs to enhance the skills and knowledge of the CS&O team
  • Monitoring and reporting on KPIs and goals
  • Carrying the responsibility for the banking, accounting, tax, and invoicing services for our Danish-, Finnish-, and Swedish-speaking customers
  • Fostering cross-team collaboration and engagement
  • Creating, optimizing, and driving processes
  • Escalation and crisis management (in the Danish space)
  • Managing the technology and tools used in the CS&O team

Requirements:

  • Near-native Danish and English language skills
  • 2+ years of experience in a similar role
  • Experience successfully supporting B2B customers, ideally small businesses
  • Experience in accounting
  • Motivational and inspirational skills leading a team
  • The ability to develop loyalty with stakeholders
  • The ability to consult and advise on the best solution for customers
  • Strong client-facing and communication skills
  • Great collaboration skills and being a big supporter of internal knowledge sharing
  • Availability for and no objection to handling demanding customers
  • Maintenance of the highest integrity and compliance in everything
  • Willigness to work from our Copenhagen office three days per week

We offer:

  • A modern state-of-the-art office with carefully thought-out floor plans and work settings
  • Freshly prepared office lunch
  • A dynamic team and work environment where you can be creative and make things happen
  • A high degree of autonomy within a fun, energetic, result-driven international team culture
  • A culture of inclusion where all our employees feel valued and respected
  • A caring environment where we encourage you to grow, develop, and take on opportunities that set you on a path of career advancement

Want to learn more?

We would love to hear from you if you are excited to join our team. Please submit your CV via the Apply button.

About Ageras:

Ageras is a software platform enabling +300,000 small businesses all over Europe to run their business in a better way by integrating accounting, banking, and taxes into an intuitive dashboard so the business owners can focus on running their business and eliminate administrative burdens.

With offices located in Copenhagen, Helsinki, Berlin, Amsterdam, Gdańsk, and Philadelphia, Ageras is a leading international provider of banking and accounting services assisting small businesses across Europe and the US.

Equal Opportunity Employer:

Ageras is an Equal Opportunity Employer. We follow the principle of equal treatment to consider all job applicants and do not discriminate based on their gender, sexual orientation, color, racial or ethnic origin, religion, disability, etc. as per applicable law.

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