Senior Customer Operations Manager

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 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. If this sounds like somewhere you want to grow, we'd love to hear from you.

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

Initial call (30 min) with a Recruiting Partner

Interview with hiring manager (45-60 min)

Case study interview + personality and logic assessment feedback