Customer Care Officer - Netherlands

About Alma

At Alma, we believe that commerce should be balanced and sustainable.

Our mission is to put finance back where it belongs: at the service of merchants and consumers.

We build Buy Now Pay Later solutions that help merchants increase sales while enabling consumers to manage their budget responsibly.

Today:

25,000+ active merchants

10 million consumers served

4.8/5 on Trustpilot

Our team has grown from 2 to more than 400 people and we continue to expand across Europe.

About the role

As a Customer Care Officer , you will play a key role in ensuring a smooth and reliable experience for both merchants and consumers using Alma in the Netherlands.

This position is part of our international expansion , 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.

This role is based in Lille , with 2 days of remote work per week .

Occasional weekend shifts may be required (approximately twice per quarter).

Your main responsibilities will include:

💬 Customer & merchant support

Handle complex requests from merchants and consumers via email and phone

Guide users in the use of Alma’s payment solutions

Provide clear and helpful responses while ensuring a high level of customer satisfaction

⚙️ Operations & process management

Manage debt collection actions and follow up on payment delays

Ensure smooth onboarding of new merchants and help them implement the Alma solution

Monitor cases and ensure issues are resolved efficiently

📈 Continuous improvement

Identify recurring issues and share insights to improve processes and tools

Contribute to quality reviews and operational improvements

Support the onboarding and training of new team members as the team grows

About you

You would be a great fit if you:

Have strong written and verbal communication skills in Dutch, French and English

Are customer-oriented , empathetic and solution-driven

Are organized and rigorous in your work

Are autonomous and resourceful when solving problems

Are comfortable working in a fast-growing environment

A first experience in customer support, operations or similar roles is a plus.

Why join Alma

Offices in Paris (10th arrondissement) and Lille – Euratechnologies

Health insurance fully covered for you and your family

Meal vouchers (Swile)

Sustainable mobility package

Choice of laptop (Mac or Windows)

Regular team events and internal talks

Recruitment process

The process includes:

Introductory interview with Talent Acquisition

Online test

Interview with the Team Lead or Operations Manager

Team fit discussion with members of the Operation teams