Senior Customer Ops Architect & AI Automation

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, 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.