Senior Customer Operations Manager

Shine; København; Hybrid; DKK 850,000 - 1,100,000; Full time

Job summary

Shine, the financial copilot for entrepreneurs, seeks a Senior Customer Operations Manager to shape our end-to-end customer service stack. You will design and configure systems, own the tech landscape, and lead automation initiatives across Europe.

Based in Copenhagen with options for two remote days per week, you will partner with global teams to simplify processes, reduce friction and deliver measurable impact through data-driven improvements.

Qualifications

• 5+ years in Customer/Support Operations or CRM-focused roles
• Hands-on experience building or configuring customer systems
• Experience designing support processes and leading tool migrations
• Track record leading cross-team projects and delivering measurable improvements
• Strong technical understanding of systems and automation
• Structured, pragmatic approach turning ambiguity into plans
• Clear communication with frontline teams and senior stakeholders
• Experience using AI tools and building AI agents/automations
• Fluent English

Responsibilities

• Build the customer service tech stack and ecosystem
• Select, implement and connect tools; retire legacy systems
• Own stack health, configurations, usage, costs, integrations and workflows
• Improve end-to-end support processes from first need to resolution
• Identify root causes of operational friction; balance outcomes and efficiency
• Lead projects from discovery to adoption and impact review
• Define operational metrics and build reporting for performance insights
• Scale operations through automation and AI: implement AI agents and workflows

Skills

Customer Operations

CRM systems

Automation

AI tools

English fluency

Project leadership

Tool migrations

Tools

Intercom

ServiceNow

Aircall

Genesys

Snowflake

Segment

reverse ETL

n8n

Zapier

Job description

Shine is the financial copilot for entrepreneurs and small business owners.
Founded by serial entrepreneurs Rico Andersen and Martin Hegelund, Shine is a leading European fintech unicorn on a mission to restore the joy of running a business, by ending wasted time on financial admin. Shine offers a connected solution for invoicing, accounting, payroll, business accounts, payments, and financing, meaning business owners can focus their energy on growing a healthy business, not held back by manual admin.

Part of something bigger
Today we're part of Cegid, a European leader in cloud software for finance and accounting. Together we're building Europe's leading financial copilot for small businesses and their accountants.
Shine already supports more than 400,000 small businesses. As part of Cegid, we now reach over one million small businesses and 15,000 accountants across Europe.
We're a multicultural team working from France, Germany, Denmark and the Netherlands, contributing to a wider European network that spans Spain, Portugal and Belgium.

Your hiring experience matters
Just as we respect our customers' time, we respect yours. Your experience with Shine and Cegid should feel simple, transparent and genuinely supportive.

The Global Service Operations team at Shine

The Operations team builds the backbone of our global Support organization. We design and optimize processes, tools, and automations that make customer service scalable, efficient, and data‑driven. Our work connects people, systems, and insights enabling smooth experiences for customers and seamless workflows for teams. By combining analytics, process design, and innovation, we turn operational complexity into clarity and measurable impact.

Your role as a Senior Customer Operations Manager

We are now looking for a Senior Customer Operations Manager to shape how our end-to-end customer service stack and processes will work for years to come. This is a hands on, individual contributor role for a builder: you will design and configure systems yourself. If you love untangling a messy tool landscape, turning friction into clean workflows and putting AI to work in real operations, you will feel at home here.

Job located in Paris, Amsterdam, Berlin, or Copenhagen, with possibility of two remote working days per week.

What you will do

Build our customer service tech stack

• Design and build the customer service ecosystem that will power our future operations.

• Select, implement and connect the right tools, simplify the landscape, and retire legacy systems.

• Own the health of the stack: keep configurations, usage, costs, integrations, access, and workflows reliable, in order and up to date.

Design and improve operations

• Improve customer service processes from end to end, from the first customer need through to resolution and follow up.

• Identify the root causes of operational friction, balancing customer outcomes, team experience, quality and efficiency.

• Lead operational projects from discovery and business case through to implementation, adoption and impact review.

Make operations measurable

• Define the operational metrics that matter and build reporting that helps teams understand performance, customer needs and where to improve.

Scale through automation and AI

• Set the standard for how our customer facing teams use AI.

• Spot opportunities and implement solutions to speed up or automate work, from simple workflows to AI agents.

What you will bring

• Around 5 or more years in Customer or Support Operations, Revenue Operations or a CRM focused role, ideally in a fast growing SaaS or fintech company. Sales or Marketing Operations backgrounds are welcome too.

• Hands on experience building or deeply configuring customer systems and operational tools, not just using them.

• Experience designing support processes and leading tool migrations.

• A track record of leading projects across teams and delivering improvements that were adopted and made a measurable difference.

• Strong technical understanding of systems and automation, and the ability to build solutions from scratch.

• A structured yet pragmatic approach: you turn ambiguous problems into clear plans and then deliver them.

• Clear communication with both frontline teams and senior stakeholders, translating operational needs into technical solutions.

• Confident, everyday use of AI tools such as Claude, with experience building AI agents or automations.

• Fluent English.

Nice to have

• Experience with tools such as Intercom, ServiceNow, Aircall or Genesys.

• Experience owning integrations and data across a modern stack, for example Snowflake, Segment, reverse ETL, n8n or Zapier.

• Experience working across several brands or markets.

Why you'll love it

• Real ownership: you will shape our customer service stack and operating model, with the mandate to build rather than maintain.

• Visible impact: your work directly improves the experience of our customers and the day to day of our Support teams.

• A team that is genuinely curious about AI and gives you room to experiment and ship.

Equal Opportunity Employer

We follow the principle of equal treatment to consider all job applicants and do not discriminate based on their gender, sexual orientation, colour, racial or ethnic origin, religion, disability, etc. as per applicable law.

Our recruitment process

1 Initial call (30 min) with a Recruiting Partner

2 Interview with hiring manager (45-60 min)

3 Case study interview + personality and logic assessment feedback