Customer Success Manager, Europe

About PIE

PIE Systems is a fast-growing fintech startup transforming the outdated tax-free shopping industry. Our fully digital VAT refund platform replaces slow, paper-based processes with a simple, automated, and customer-friendly experience. Tourists get faster refunds, and merchants gain valuable insights into international shoppers.

Founded in Copenhagen and now active across San Francisco, Tokyo, and Europe, PIE is entering an exciting growth phase. As we expand our operations in Europe, we’re looking for a Customer Success Manager to be the bridge between our tourists, merchants, and internal teams.

Role Overview

As Customer Success Manager, Europe, you’ll ensure that both tourists and store partners have an exceptional experience with PIE VAT.

This is a startup role: flexible, varied, and impactful. You’ll work closely with me (Nina Seidenfaden) and have the chance to influence how we scale our operations and support in Europe. It’s an ideal opportunity for someone eager to learn, contribute ideas, and grow with a company that’s rapidly expanding. Your role will be split into two main focus areas:

Tourist-Facing Responsibilities

• Guide and support tourists using PIE VAT across Europe via Intercom and email.

• Review and approve VAT refund claims, ensuring all documentation meets compliance standards.

• Respond to customer reviews and feedback on TrustPilot, Apple Store, Google Play, and Google Maps.

• Act as the voice of the customer, collect insights, identify recurring issues, and share actionable feedback with Product, Tech, and Business teams.

• Help optimise our tourist experience and continuously improve operational workflows.

  
  

Merchant-Facing Responsibilities

• Serve as the first point of contact for our store partners in Denmark and across Europe. In the beginning the point of contact will primarily be via email and on phone at a later stage (eg. 4-5 md.)

• Answer merchant inquiries and provide ongoing support on operations, tools, and procedures.

• Manage logistics of marketing and in-store materials (stickers, pamphlets, displays), including collecting orders, shipping packages, and handling in-person deliveries in Copenhagen.

• Maintain and update documentation to help merchants succeed with PIE VAT.

• Support relationship building and ensure merchants have everything they need to deliver an excellent tax-free experience to tourists.

• Engagement emails to the merchants with general information will also be a part of the position, where we are eg. informing about a new law regulation.

• Onboarding of new merchants will also be a part of the role’s responsibility. With time, it’s the goal that this task will be taken over by a sales/growth role.

Qualifications

• +5 years of experience in Customer Success, Customer Support, or Operations.

• Fluent in English and Danish (spoken and written); additional European languages (e.g. French, Spanish or Italian) are a strong plus.

• Based in Copenhagen, with the ability to work from the office and occasionally visit partner stores.

• Excellent communication and problem-solving skills with a customer-first mindset.

• Strong attention to detail and ability to manage multiple cases at once.

• Comfortable working in a fast-paced, international startup where priorities evolve quickly.

• It's a bonus if you have experience in tourism/retail technology or fintech/payments/retail experience.

What We Offer

• A full-time position in a young, international fintech company where your work truly matters.

• The opportunity to shape how we scale our customer experience across Europe.

• Hands-on exposure to both consumer-facing and merchant-facing operations.

• Collaboration with global teams across Europe, the US, and Japan.

• Office located in central Copenhagen, with a friendly, ambitious, and collaborative culture.

Does this sound like you? 

If this sounds like you then we look very much forward to receiving your application!