Lead our customer and language teams across the EU, plan each new country with us and be the person members, partners and the team can rely on in Europe.

RoyalPay serves members across Europe and is adding German, Dutch, Spanish and French next to English, Polish and Czech. We need one person who owns how RoyalPay works in the European Union day to day, and who builds the team that does it. You report to our Chief Executive Officer.

What you will do

Lead the Customer Care and Localisation Specialists: hiring, onboarding, weekly planning, quality reviews and their development.
Own our service promises in the EU: answer times, answer quality, complaint handling and the monthly figures behind them.
Plan the launch of each new language and country with product and engineering: translation, help pages, local bank statement formats and what members there need first.
Build relationships with consumer organisations, debt advice services, universities and community partners where RoyalPay can genuinely help.
Work with our Chief Compliance Officer on anything that touches consumer protection, data protection or complaints. Compliance decisions stay with the Chief Compliance Officer.
Report each month on what members in each country ask for and where we are falling short.

What you bring

At least five years in customer operations, country management or a similar role, including at least two years leading a remote or multilingual team.
Experience with a consumer app, a bank, a payments company or another regulated service.
English at C1 or better and at least one other EU language at C1 or better.
A working knowledge of EU consumer law and GDPR as they affect customer service and complaints.
Clear writing and sound judgement when a member, a partner and the team want different things.

Nice to have

German, French, Spanish, Dutch or Polish.
Experience opening a new country for a digital product.

Hours

Full time, about 40 hours a week, with regular overlap with the team during Central European working hours.

Contract and pay

This is a remote role for people living in a country of the European Union or the European Economic Area. Royal Payment Solutions, LLC engages you as an independent contractor under a written service agreement, so you need to be registered as self-employed or run your own company in your country, and you take care of your own tax and social insurance. You keep the independence the law expects of a contractor: you organise your own working time within the agreed hours and use your own equipment. If the law of your country would treat this work as employment, tell us before you sign and we will discuss engaging you through an employer of record instead.

The range in this advert is an hourly fee in euros, before tax and excluding VAT. Where you start in the range depends on your experience and on the practical task described below. Invoices are paid monthly in arrears, within 14 days, by bank transfer.

We never ask about your current or past pay. Equal pay for equal work applies to everyone in the team.

How we hire

Send a CV, or a link to your work, and a few lines about why this role. No cover letter template needed.
A 30-minute video call with the person you would work with most.
A short practical task that reflects the real work. If it takes more than an hour, we pay for your time at a rate agreed with you in advance.
A final conversation with our Chief Executive Officer, then a written offer.

We answer every application, including a no, usually within ten working days.

Regional Manager, European Union