👩💻👨💻 About the role
Mondu is the leading B2B payments provider in Europe. Available in 31+ countries, trusted by the most ambitious companies, and with an EMI license, we are aggressively expanding our commercial footprint in Europe.
We are looking for a Customer Service Lead to own and evolve our operational processes across the full buyer lifecycle: from onboarding and verification, through transaction support, to ongoing account management. You will lead a small but high-impact team, collaborate with Product, Risk, Sales, and Compliance, and play a pivotal role in driving operational excellence at scale.
This is a unique opportunity to shape how we serve buyers in B2B commerce, ensuring operational processes are efficient, compliant, and deliver an outstanding user experience.
🚧 What you’ll do
- Own the Customer Operational Journey: Lead the design and execution of buyer-side operations (onboarding, limit management, dispute handling, dunning calls, and customer enquiries) to ensure best-in-class experience and operational efficiency.
- Process Excellence: Continuously optimize processes for scalability, automation, and regulatory compliance. Leverage tools and technology to drive operational improvements.
- Cross-Functional Leadership: Act as the operational counterpart to teams such as Risk, Compliance, Sales, Customer Success, and Product to ensure smooth execution of buyer-related workflows.
- Team Leadership: Build, manage, and mentor a small yet high-performing Buyer Operations team (internals and externals), fostering a culture of accountability, continuous improvement, and operational excellence.
- Operational KPIs: Monitor key metrics (e.g., onboarding speed, SLA adherence, dispute resolution time, operational errors) and drive initiatives to improve performance.
- Risk Management: Work closely with Risk and Compliance to ensure operational processes meet all regulatory and internal control standards while maintaining speed and buyer-centricity.
- Voice of the Buyer: Champion operational feedback from buyers internally, influencing product and process enhancements.
- Strategic Projects: Lead or contribute to strategic initiatives, such as automation projects, system migrations, or geographic expansion from an operational perspective.
🏅What you need to succeed
- 5+ years of experience in Buyer / Customer Operations, ideally within FinTech, Financial Services, E-Commerce or Travel.
- Proven leadership experience in operational roles with team management responsibility.
- Deep understanding of customer journeys and operational process design.
- Hands-on experience working in scale-up or fast-growth environments; comfortable with ambiguity and building from scratch.
- Previous experience working with process improvement methodologies (e.g. lean six sigma) is a strong plus.
- Strong operational mindset with a focus on scalability, automation, and efficiency.
- Excellent collaboration skills with the ability to influence cross-functional stakeholders.
- Analytical (e.g. SQL proficient), data-driven approach with the ability to define and track operational KPIs.
- Proficiency with operational tools and platforms (e.g., CRM, and FreshDesk).
- Energetic, ambitious and with passion for delivering a frictionless and positive customer experience through operational excellence.
- Business Fluent in English; other European languages are a plus.
🎁 What's in it for you?
- €1000 per year for you to contribute to your learning & development to help you grow professionally and personally.
- €300 per year for you to endorse team build, including dinners, games, and events.
- 28 vacation days per year (increasing 1 day every year up to 30).
- We welcome you to our office in the center of Amsterdam 3+ days a week.
- Take advantage of our Workation policy, allowing for up to 6 weeks every year of work outside of the Netherlands (some restrictions apply).
- Subsidised gym membership to boost your physical and mental well-being.
- € 46 per month towards public transport, and tax relief for payments into our Business Bike scheme.
- You can accelerate your career and take ownership of your work and development in a flat hierarchy where 360 feedback is encouraged.
🦸 Are you a Monduneer in disguise?
Working in a truly diverse group makes us stronger and more resilient. Furthermore, it enables an unfair advantage - the opportunity to learn from each other, see different perspectives, and consider a broader range of variables in our decision-making. That is what being a Monduneer is all about.
Thus, regardless of your background, age, disability, gender, parental status, race, religion, sexual orientation, educational background, or any other aspect you feel is a statement of your diversity, we look forward to discussing the role in mind.
If you believe you are a Monduneer in disguise, and it's time for you to shine, submit your application, and we'll take it from there.
💜 Meet Mondu
Mondu is changing the B2B payments ecosystem by providing payment solutions that enable any B2B company to grow quickly and safely. We envision a future where businesses, not just consumers, experience a seamless, modern, and human-centered payment flow. Founded by a dream team of passionate entrepreneurs and seasoned tech leaders, Mondu is rapidly scaling. In just two years, we've secured over $120 million in funding, attained an e-money banking license through the Dutch National Bank, and assembled a talented team of over 100 Monduneers across our three locations of Berlin, Amsterdam and London. On the road, we have successfully launched numerous products accessible to buyers in seven markets (and counting!) - catering to thousands of clients.
Our products bring B2B payments up to par with B2C payments: putting the people behind the business at the heart of the payment flow, and ensuring they have a seamless, modern and state-of-the-art experience, whether they are sellers or buyers.
We’re building a culture at Mondu where amazing people do their best work. If you’re ready to grow your career and help thousands of organizations pay better, you’re in the right place.