Senior Customer Operations Specialist

MultiSafepay is a leading payment service provider, offering omnichannel and advanced payment solutions to businesses across Europe. We are innovative and fast-growing, building powerful solutions that transform the way our clients do business. We focus on delivering real solutions to their challenges and always stay ahead of the curve.

About the role

Our Customer Operations team operates across two locations and sits within the broader Product Operations department alongside our Integration Specialists and Technical Documentation teams, working in close collaboration with one another. The team serves as the "customer's voice," acting as the first line touchpoint within merchant-facing teams and frequently mediating with Integrations, QA, merchants, and other departments to feed directly into how our products are experienced and improved.

We are looking for a Senior Customer Operations Specialist to own day-to-day operational performance across assigned queues and workflows, while supporting the team with mentoring, onboarding, and capability uplift across the team. In this role, you will coordinate incident response, drive process improvements, and help ensure operational activities remain aligned with regulatory and compliance requirements, all while acting as a first point of contact for merchants navigating account setup, configuration, and payment processes.

What you'll be doing:

• Acting as first line contact with merchants, guiding them through account setup, configuration, and payment processes

• Owning day-to-day customer operations performance across assigned queues and workflows, ensuring SLAs, backlog, and quality targets are consistently met

• Providing guidance to the rest of the Customer Operations team when troubleshooting ECOM and POS issues, and coordinating incident response with post-incident follow-up

• Supporting onboarding, training, and capability uplift across the team, and contributing to shift planning and coverage to ensure operational continuity

• Maintaining operational SOPs and workflows, flagging opportunities for improvement when faced with repetitive questions about products and account configuration, and driving process improvements within the team

• Helping ensure operational activities align with regulatory and compliance requirements, identifying and escalating operational risks in a timely manner, and supporting internal and external audits where required

What you'll need:

• 3+ years of experience in a customer-facing team - preferably within Payments

• Clear, structured communication skills with the ability to engage multiple stakeholders, partners, and external parties

• Strong operational decision-making and problem solving skills

• Strong analytical skills and pattern recognition

• Fluency in English and Dutch

What you'll get from us:

• A competitive salary and benefits package

• Opportunities for professional growth

• Office with an amazing view of the beach

• Health insurance

• Free Spanish classes and optional afterwork sports activities