Job Description

About the job

At Flatpay, a rapidly growing fintech company recognized as one of the fastest growing in Denmark, we’re expanding our presence in Denmark, Finland, Germany, Italy, France, the UK and Netherlands. As part of that growth, we’re taking the next step in how we serve and support our customers - by integrating AI directly into our customer support operations.

This role is a unique opportunity to build, scale, and continuously improve Flatpay’s AI initiatives support across all markets. You’ll be working at the intersection of customer experience, operations, and technology - combining hands-on experimentation with structured process improvement. Additionally, you will collaborate closely with our AI team of skilled data scientists. No prior experience in software engineering is required for this role and won’t be needed.

What you'll do

As AI Specialist, you'll build Flatpay's AI-powered KYC and onboarding capability from the ground up. You’ll use best-in-class tools, be supported by the AI & Toolings team, and no developer skills are required. That means identifying where AI and OCR tooling can eliminate manual work, evaluating and selecting the right solutions, and doing the hands-on operational work (and testing) to get them running accurately across all our markets.

Today, this process is largely manual. You'll change that. You'll own the journey from mapping what we have, to designing what we need, to implementing and continuously improving it - with a singular goal: getting merchants live faster, with less friction for everyone involved.

In practice, your work will include:

• Map and audit the current KYC and onboarding process end-to-end across markets - documenting manual steps, bottlenecks, and the document and data requirements that vary by country – together with the local teams
• Identify where AI and OCR tooling can have the biggest impact - document scanning, data extraction, and the likes
• Evaluate and onboard best-in-class AI tools, working closely with tech and compliance stakeholders to assess fit, accuracy, and regulatory compatibility
• Do the operational groundwork that makes AI perform - structuring document requirements, defining acceptance rules, mapping edge cases, and building the knowledge base that the tooling depends on
• Validate and fine-tune - testing input/output quality across document types, languages, and markets, and iterating until performance meets the bar – all while executing
• Work with local teams to adapt tooling and rules to each market's document standards, regulatory requirements, and language nuances
• Support Ops teams, field sales, and local leadership with clear playbooks and guidance so they can work confidently within new processes and resolve onboarding blockers without unnecessary back-and-forth
• Track and report on impact - time-to-onboard, manual review rates, AI accuracy, and rejection reasons - using data to demonstrate progress and guide the next iteration
• Execute ruthlessly – this role is expected to hit the ground running, iterate and test as fast as possible, and have this live across markets within a few months

Who you are

You're someone who is energised by building something from scratch. You see a slow, manual process and immediately start thinking about how to redesign it - and you have the operational rigour to actually follow through.

You don't need to be an AI engineer, but you need to be good at building structures, understand why processes fail, and at the same time love to be hands-on on solving.

You're curious, structured, and comfortable with the unglamorous work of getting the details right - because you know that's what makes the difference between a tool that works in a demo and one that works in production.

Moreover, we imagine that you have:

• Experience in operations, a startup / scaleup, or a strategy role
• Experience (or strong interest) in operations, AI, data, and/or process improvement
• A bachelor’s or master’s degree within business, operations, data, or a related field.
• Strong analytical skills, comfortable working in Excel to identify patterns and drive decisions, but also skilled at spotting challenges and processing gaps through qualitative feedback, stakeholder input, or day-to-day operational signals
• A strong interest in AI tools and how they can improve customer operations
• A strong sense of ownership and ability to follow through on tasks from idea to implementation – you will get a lot of responsibility and projects that only succeed because of you
• A structured, proactive approach to problem-solving - and an eye for detail when testing, validating, and improving systems
• Fluent in English and Danish (verbal and written)

Why Flatpay?

At Flatpay, we believe in work-life balance, creativity, and a culture that embraces innovation, where our ambitious colleagues can thrive. As part of our team, you become a part of +1.700 passionate Flatpayers dedicated to shaping the future of payments in Europe.

Flatpay is proud to be a company that values diversity. We secure an inclusive work environment for all our people and offer opportunities for professional growth and development.

We have free slush-ice, an in-office gym, fully equipped gaming room and lots of other fun stuff at the office!

If you’re ready to be a part of this exciting journey, we would love to hear from you today! Please submit your resume and cover letter and we’ll get in touch with you.

Let’s shape the future together!