About the job

Flatpay is a fast-growing FinTech founded in 2022 in Copenhagen, transforming payment solutions for merchants. With 1,000+ employees across Europe, we are scaling in France and looking for a Customer Success Manager to lead a team of around ten Customer Success Agents and drive operational excellence.

Your mission: deliver an outstanding customer experience at scale by combining hands-on team leadership, performance management, and continuous process improvement (tickets, calls, onboarding, quality).

What you'll do

 Management & performance

• Lead, coach, and develop a team of ~10 Customer Success/Support reps (hiring, onboarding, 1:1 and group coaching).
• Own and steer KPIs.
• Run team rituals: daily/weekly stand-ups, performance reviews, action plans, best-practice sharing.
• Establish and maintain standards (playbooks, scripts, knowledge base, onboarding checklists).

Operations & continuous improvement

• Oversee inbound calls and tickets; ensure proper documentation and traceability.
• Partner closely with Sales, Ops, Tech, and Product to solve recurring pain points and improve customer journeys.
• Identify efficiency levers (process, tools, training) and lead small improvement projects.

Quality & customer relationship

• Raise the bar on service quality: customer-centric posture, first-contact resolution, proactive follow-up on sensitive cases.
• Handle escalations and key accounts when needed; ensure clear communication and commitment tracking.

Who you are

• 3–6 years in Customer Success/Support, including 1–3 years managing a team of 6–15 people (contact center, CS, support).
• Strong service mindset and customer satisfaction focus; excellent written and verbal communication.
• Solid operational rigor: KPI management, prioritization, backlog handling, continuous improvement.
• Hands-on people leader: coaching, feedback, and building team rhythm and execution.
• Comfortable in a fast-growing environment with evolving processes; proactive, “roll-up-your-sleeves” attitude.
• Fluent in French and proficient in English. Technical affinity (support/CRM tools, office suites) is a plus.

Why Flatpay?

• Direct impact on the experience and satisfaction of thousands of merchants.
• Ambitious team, supportive and innovative environment.
• Growth opportunities (broader leadership, cross-functional projects, operational excellence).
• Full-time, on-site in Saint‑Ouen‑sur‑Seine; equipment and training provided.