Customer Care Officer - Netherlands

<h2><strong>About Alma</strong></h2> <p>At Alma, we believe that commerce should be balanced and sustainable.</p> <p>Our mission is to put finance back where it belongs: <strong>at the service of merchants and consumers.</strong></p> <p>We build Buy Now Pay Later solutions that help merchants increase sales while enabling consumers to manage their budget responsibly.</p> <p>Today:</p> <ul> <li><strong>25,000+ active merchants</strong></li> <li><strong>10 million consumers served</strong></li> <li><strong>4.8/5 on Trustpilot</strong></li> </ul> <p>Our team has grown from 2 to more than 400 people and we continue to expand across Europe.</p> <h2><strong>About the role</strong></h2> <p>As a <strong>Customer Care Officer</strong>, you will play a key role in ensuring a smooth and reliable experience for both merchants and consumers using Alma in the Netherlands.</p> <p>This position is part of our <strong>international expansion</strong>, and you will contribute directly to supporting our growth in the Dutch market. You will handle customer and merchant requests, resolve complex issues, and help improve our operational processes to deliver a high-quality experience.</p> <p>This role is based in <strong>Lille</strong>, with <strong>2 days of remote work per week</strong>.</p> <p>Occasional weekend shifts may be required (approximately twice per quarter).</p> <p><strong>Your main responsibilities will include:</strong></p> <h3><strong>💬&nbsp;Customer &amp; merchant support</strong></h3> <ul> <li>Handle complex requests from merchants and consumers via email and phone</li> <li>Guide users in the use of Alma’s payment solutions</li> <li>Provide clear and helpful responses while ensuring a high level of customer satisfaction</li> </ul> <h3><strong>⚙️&nbsp;Operations &amp; process management</strong></h3> <ul> <li>Manage debt collection actions and follow up on payment delays</li> <li>Ensure smooth onboarding of new merchants and help them implement the Alma solution</li> <li>Monitor cases and ensure issues are resolved efficiently</li> </ul> <h3><strong>📈&nbsp;Continuous improvement</strong></h3> <ul> <li>Identify recurring issues and share insights to improve processes and tools</li> <li>Contribute to quality reviews and operational improvements</li> <li>Support the onboarding and training of new team members as the team grows</li> </ul> <h2><strong>About you</strong></h2> <p>You would be a great fit if you:</p> <ul> <li>Have strong written and verbal communication skills in <strong>Dutch, French and English</strong></li> <li>Are <strong>customer-oriented</strong>, empathetic and solution-driven</li> <li>Are <strong>organized and rigorous</strong> in your work</li> <li>Are <strong>autonomous and resourceful</strong> when solving problems</li> <li>Are comfortable working in a <strong>fast-growing environment</strong></li> </ul> <p>A first experience in <strong>customer support, operations or similar roles</strong> is a plus.</p> <h2><strong>Why join Alma</strong></h2> <ul> <li>Offices in <strong>Paris (10th arrondissement)</strong> and <strong>Lille – Euratechnologies</strong></li> <li>Health insurance fully covered for you and your family</li> <li>Meal vouchers (Swile)</li> <li>Sustainable mobility package</li> <li>Choice of laptop (Mac or Windows)</li> <li>Regular team events and internal talks</li> </ul> <h2><strong>Recruitment process</strong></h2> <p>The process includes:</p> <ol> <li>Introductory interview with Talent Acquisition</li> <li>Online test</li> <li>Interview with the Team Lead or Operations Manager</li> <li>Team fit discussion with members of the Operation teams</li> </ol> <h3>&nbsp;</h3>