Head of Customer Service & Operations, DK Payroll

Head of Customer Service & Operations, DK Payroll

Description
As a Head of Customer Service & Operations Payroll, you will play a key role in the Revenue team. You will be responsible for being very hands on while executing the strategy and leading the customer service team that specializes in our payroll solutions.

With new and innovative ideas, you will help take our customers’ retention in the Danish market to the next level.

You will be handling Ageras’ operational processes and our customer service KPIs and goals.

Join Our Team if:

• You are keen to be a part of a rapidly growing Fintech company in Europe
• You have experience within payroll and know the Danish legal aspects
• You share our passion for undertaking innovative work to help small businesses succeed with payroll
• You’re enthusiastic about customer satisfaction, loyalty and retention, and service procedures, ideally in payroll, banking, accounting, or tax.
• You have fundamental experience leading a team of dedicated customer service specialists. You are in charge of developing the team and guiding it to take the customer experience to the next level.

Requirements
To thrive in this position, you will need to:

• Have near-native Danish and English language skills
• +5 years experience in a similar role
• Experience successfully supporting B2B customers, ideally small businesses
• 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
• Are available for and have no objection to handling demanding customers
• Maintain the highest integrity and compliance in everything
• Are happy to work from our Copenhagen office three days per week

You will be handling Ageras’ operational processes and our customer service KPIs and goals.

Your role will include:

• Execution of the customer service strategy and leading the CS&O team
• Participate in the daily helplines for our customers and accountants via calls, chats, and emails
• Demo for bigger companies and account firms
• Plan and execute the onboarding of large accounts
• Ongoing follow-ups with larger customers and partners
• Monitor and report on KPIs and goals
• Carry the responsibility for the Danish payroll services
• Foster cross-team collaboration and engagement
• Create, optimize, and drive processes
• Escalation and crisis management (in the Danish space)

Throughout the trajectory, you will work with peers and leaders across the international Revenue organization, and interact with the Product team.

Benefits
We're here to support your success by providing:

• Modern state-of-the-art office with carefully thought-out floor plans and work settings
• Freshly prepared office lunch (it’s awesome!)
• 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

Interested in applying?

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

Research shows that while men may apply for a job even if they just meet 60% of the job criteria, women tend to apply only if they meet 100% of the criteria. We encourage you to apply even though you may feel you do not meet all the criteria. If you have any questions, feel free to connect with our People and Culture team’s Talent Acquisition Specialist Nadine Loyal-Perk.

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 banking, accounting, 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.

We enable success for small businesses.

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.

#LI-DNI