Team lead Customer Success

About the job:

As a Team lead Customer Success, you will lead a tiny and brave team of support and Customer Due Diligence (CDD) specialists, overseeing support operations, customer and partner due diligence, and partner onboarding. You will act as a first-line support for users and a second-line support for partners, while also managing the process by handling workflows in HubSpot, collaborating with Product Owners on product improvements and communications, and planning the future direction of your functional area.

Key responsibilities:

• Lead a micro-team of support/CDD specialists. Plan the team's capacity, develop training programs, and establish the team's structure.

• Perform support, customer due diligence, and partner due diligence operations as a first-line support to end-users and second-line (technical and administrative) for partners.

• Create and maintain support documentation for both end-users (help articles, FAQs) and partners (API guides, onboarding manuals).

• Manage internal guidelines on support, CDD, and partner management

• Maintain internal knowledge base for support and CDD and (together with Product) the product.

• Manage workflows, reports, and communication templates in HubSpot.

• Manage the direct debit process and customer credits.

• Manage partner and customer onboarding.

• Conduct check-ins with existing partners, provide consultations, and materials on improving the adoption and implementation of new features. Identify upselling and cross-selling opportunities.

• Identify production incidents, coordinate incident management, and ensure proper communication to partners and users

• Assist in QA and release validation for compliance-sensitive and integration-related features

• Collaborate with the Product and Development team to prioritize user needs, escalate bugs, and improve UX

• Continuously look for process optimizations, propose and implement improvements.

Who are we?

We are Bizcuit, an ambitious FinTech driven by innovation, passion and a healthy dose of rebelliousness. Our company is informal, no nonsense and flexible. Our people are unique, quirky, compassionate and sharp.

We’ve got the ambition, knowledge and experience to do things better and smarter than the rest. We know what the market’s needs are and have innovative ideas of how to meet those needs. We believe in the possibilities of new technologies and love to put them to use.

Our goal is to create a solution for all (European) entrepreneurs to make administration as fun, easy and efficient as possible.

Crucial skills:·

• Fluent in Dutch and English.

• 5+ years of experience in support operations, customer due diligence, partner onboarding, and customer success-related roles.

• 2+ years of experience in Fintech and/or accounting products.

• Proven experience of building and scaling support and or partner management teams for small-medium companies.

• A solid grasp of financial regulations like WWFT, PSD2, and FEC.

• Experience with Hubspot or a similar tool for support and partner management

• Experience in API testing: Postman.

• Great communication skills.

• A hands-on approach combined with strong prioritization and organization skills.

What we offer:

• Working in a pleasant and informal team

• Hybrid working arrangement (2 days a week in office)

• Reimbursement of travel expenses

• 28 vacation days

• Financial support opportunities for training and certifications

• Sociable events and team outings

• Is there anything missing for you? Ask us!