Customer Operations Manager
Core
Lead customer operations teams (escalations, complaints, technical support) to ensure service excellence and drive process improvements for a fintech platform serving local businesses across Europe.
Role type
Senior IC Customer Operations Manager (multiplier role leading managers)
Builds
Customer support operations, quality assurance processes, and operational dashboards for a European fintech platform
Domain
Fintech / Financial services for local businesses
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Leadership of managers, data analytics, process improvement, cross-functional collaboration, operational strategy, root cause analysis, KPI definition
Preferred skills
Experience in regulated/high-growth environments, tech fluency, stakeholder management
Technologies
BI tools, spreadsheets, customer support systems
Responsibilities
Lead and develop managers overseeing complaints and escalations; Define, track, and report KPIs and quality metrics; Identify operational gaps and implement process fixes; Act as the bridge between customer operations and Product; Utilize data and technology to improve efficiency and quality
Seniority
Senior, hands-on IC with multiplier impact