Customer Service Lead

👩‍💻👨‍💻 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

🎁 What's in it for you?

🦸 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 +30 markets - and counting!

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.