Customer Onboarding & Support Specialist - Neno

About Neno

Neno is an AI-powered financial services company combining banking, payments, accounting, tax, and embedded advisory into one intelligent platform. Their system learns from every customer interaction to automate workflows and save businesses over 100 hours a year in admin. They are a fast-moving team of ex-founders, fintech operators, engineers, and creatives backed by Firstminute Capital, Motive Ventures, and leading fintech angels.

The Role:

You will be Neno’s first Customer Onboarding & Support Specialist, responsible for shaping the entire customer experience from day one. This is a hands-on role with high ownership and meaningful impact on how Neno scales. You will lead customer onboarding, early setup, and offer day-to-day support as the primary point of contact for customers.

As Neno’s first ever Customer Onboarding & Support Specialist you have the opportunity to build the foundations of our support function (processes, templates, SLAs, help content) and will work closely with the founders and product team to improve the product based on real customer feedback.

What you’ll do day-to-day:

• Deliver fast, accurate, and empathetic support in native Dutch

• Guide customers through onboarding and early product setup

• Run live onboarding sessions and follow up until customers reach real value

• Support customers via chat, email, and calls

• Track onboarding progress and ensure no customer is left behind

• Communicate clearly with customers and internal teams

• Take full responsibility for outcomes, not just replies

• Keep clean documentation and notes for the team

• Build templates, workflows, SLAs, and help articles from scratch

• Identify recurring issues and turn them into product or process improvements

• Help structure a scalable customer support operation

• Know when to escalate vs. solve independently

• Use AI tools to speed up replies, improve documentation, and analyse feedback

What you’ll bring to the team:

Must-Haves;

• 2+ years’ experience in customer support, onboarding, or operations (SaaS, fintech, or tech preferred)

• Strong written and verbal communication skills

• High level of organisation and follow-through

• Comfortable working with tools like Intercom, Zendesk, HubSpot, Notion, or similar

• Confident handling multiple customer conversations at once

• An ambitious start-up mentality and ownership-driven mindset

Nice-to-Haves;

• Experience in fintech, accounting software, or financial services

• Experience building or improving support processes

• Familiarity with using AI tools in daily work

What Neno offer you in return;

• Competitive salary + equity

• Hybrid work (minimum 3 days in-office)

• Full equipment, tools, and software

• Learning budget for courses, books, and conferences

• Flexible working hours focused on output

• Work from anywhere for up to 8 weeks per year (within 3-hour timezone)

Hiring Process;

• Apply and your CV will be reviewed asap by Libby, our Interim Recruiter

• Phone Interview with Libby (30 mins)

• 1st Interview (virtual) with Nick, CEO (45 mins)

• Case Study Presentation in the office with Nick and Matthew, Founding Product Manager (1 hour)

• Offer stage!