Senior Customer Operations Architect

Hub; København; Hybrid; DKK 673,000 - 1,046,000; Full time

Job summary

Shine is seeking a Senior Customer Operations Manager to shape our end-to-end customer service stack and processes. This hands-on, builder role requires configuring systems, reducing friction, and applying AI in real operations.

You will work across Paris, Amsterdam, Berlin, or Copenhagen with two remote days per week. You will design and optimize the customer service ecosystem, own the health of the stack, and lead cross-functional projects to measurable improvements in customer experience and

Qualifications

• Around 5+ years in Customer or Support Operations, Revenue Operations or a CRM focused role.
• Hands-on experience building or configuring customer systems and tools.
• Experience designing support processes and leading tool migrations.
• Track record of leading cross-team projects and delivering measurable improvements.
• Strong understanding of systems, automation, and building from scratch.
• Clear, structured problem-solving and communication with frontline teams and stakeholders.
• Fluent English and confident use of AI tools like Claude.

Responsibilities

• Build our customer service tech stack by selecting, implementing and connecting tools; simplify landscape and retire legacy systems.
• Own the health of the stack: configurations, usage, costs, integrations, access and workflows.
• Design and improve end-to-end customer service processes from need to resolution and follow-up.
• Lead operational projects from discovery to adoption and impact review.
• Define operational metrics and build reporting to guide performance and improvements.
• Set the standard for AI usage in customer-facing teams and explore automation opportunities.

Job description

Shine is seeking a Senior Customer Operations Manager to shape our end-to-end customer service stack and processes. This hands-on, builder role requires configuring systems, reducing friction, and applying AI in real operations.

You will work across Paris, Amsterdam, Berlin, or Copenhagen with two remote days per week. You will design and optimize the customer service ecosystem, own the health of the stack, and lead cross-functional projects to measurable improvements in customer experience and