About Shine
Shine is the financial copilot for entrepreneurs and small businesses. Shine was founded by serial entrepreneurs Rico Andersen and Martin Hegelund and has grown into a leading European fintech unicorn. Its mission: to bring back the joy of entrepreneurship by freeing entrepreneurs from time-consuming financial administration.
Shine offers an integrated solution for invoicing, accounting, payroll, business accounts, payments and financing. This allows entrepreneurs to focus their time and energy on growing their business, instead of on manual administration.
Part of something bigger
Today we are part of Cegid, a European market leader in cloud software for finance and accounting. Together we work on Europe's leading financial copilot for small businesses and their accountants.
Shine already supports more than 400,000 small businesses. As part of Cegid, we now reach more than one million small businesses and 15,000 accountants across Europe.
We are a multicultural team in France, Germany, Denmark and the Netherlands, and part of a larger European network that extends to Spain and Portugal.
Customer Support at Shine
Our Support team is the first point of contact for our customers and plays an important role in the Shine experience. We ensure that users are helped quickly, personally and expertly whenever they need us.
We are a close-knit and helpful team working from our office in Amsterdam. We work closely together on a daily basis to give our customers the best possible experience.
We are looking for a Customer Support Specialist in Amsterdam to join us full-time. In this role you will help our Dutch customers, in particular with accounting-related questions.
Your role as Customer Support Specialist
You are the trusted point of contact for entrepreneurs, freelancers and accountants who use our platform. You ensure that their experience with Shine runs smoothly, productively and pleasantly.
From answering questions to guiding new users and helping with their bookkeeping: you play an important role in building long-term customer relationships and continuously improving our service.
You are responsible for:
•Helping entrepreneurs, accountants and small businesses via email, chat and phone - always with a personal and engaged approach, even during busy periods.
•Helping with drafting income tax declarations and with questions about banking and accounting.
•Supporting customer onboarding, helping users update financial data and carrying out accounting tasks.
•Turning negative customer experiences into positive outcomes by proactively reaching out and finding smart solutions.
•Writing Help Center articles and helping build an ever-improving knowledge base.
•Managing and responding to customer reviews on various platforms and gathering insights to improve the product.
•Prioritizing incoming questions, contributing ideas on how to improve our communication channels, and ensuring good collaboration with internal teams.
•Investigating questions and issues around banking and accounting, looking for solutions, escalating technical issues, and ensuring customers get clear and correct information.
📍 Location: Amsterdam
About you
You get energy from solving problems, helping others and continuing to develop yourself. You have a genuine interest in customers, work in an organized way and feel comfortable in a dynamic environment.
•You have at least 2 years of experience in a customer-facing role (customer service, sales, etc.). Preferably in a SaaS or tech environment. Experience or knowledge in accounting is a plus.
•Your native language is Dutch and you communicate clearly and confidently in English.
•You are genuinely customer-oriented: empathetic, solution-oriented and service-minded.
•You are a team player who collaborates easily and values feedback.
•You are familiar with tools such as Slack, Notion and Intercom - and curious to discover new tools.
•You are reliable, organized and stay calm under pressure.
•You are proactive, eager to learn and want to develop - and you enjoy improving processes and turning customer feedback into action.
Our application process
1.A 30-minute introductory conversation with a Talent Acquisition Specialist (in English)
2.A 45-minute conversation with your future manager, Maron, to go deeper into your experience.
3.A 45-minute business case where you can demonstrate your skills and way of working.
4.A final 30-minute conversation with the team, including a discussion about soft skills and how you fit within the team.
What we offer
•Impact: You become part of a team that plays an important role in various parts of Shine and helps make Shine the best in the market.
•Ownership: Help build the mission, with support from experienced leaders.
•Innovation: Work in a dynamic, ambitious environment with room to grow and to try out our ideas and approach.
•Mission-driven: You identify with our mission to help entrepreneurs succeed by offering them better, smarter banking and administrative tools.
