Chief Customer Operations & Experience Leader

Spiko; Paris; Hybride; EUR 90 000 - 150 000; Plein temps

Avantages offerts par ce poste

Stock options

Offices in Paris & London

Remote work up to 2 days/week

Latest-gen laptops & tools

Health insurance (100% covered)

Monthly perk budget

Transport support

Referral bonus

Team events

Résumé du poste

Spiko is seeking a visionary Head of Customer Ops in Paris to lead our Customer Ops team from day one, setting up processes that scale as we grow. You will own onboarding, KYC approvals, and multi-channel customer care, driving a Tier-1 experience for a diverse set of clients in fintech.

You will build a high-performing team, define success metrics, and implement AI-powered workflows to boost capacity without linear headcount growth, while partnering with Product and Compliance to shape the

Qualifications

• 5+ years in Operations or Customer Service leading teams in fast-paced B2B environments.
• You are obsessed with efficiency and prefer automated solutions over repetitive manual tasks.
• You are a relentless advocate for a Tier-1 customer experience across high-stakes meetings and high-volume flows.
• Fluent in French and English, able to simplify complex financial concepts for any audience.

Responsabilités

• Build & scale the team from day one: recruit, mentor, and lead a high-performing ops group as we grow from 3,000 to 100,000+ users.
• Define and own KPIs that track customer satisfaction and operational excellence.
• Pioneer AI-driven operations: design and deploy automation and LLM-powered workflows to scale support capacity.
• Curate and maintain knowledge bases for partners and team members with real-time product insights.
• Collaborate with Product and Compliance to voice the customer and influence the product roadmap.

Connaissances

Operations leadership

Systems thinking

Customer experience

Fluent in French & English

Outils

API docs familiarity

Description du poste

Spiko is seeking a visionary Head of Customer Ops in Paris to lead our Customer Ops team from day one, setting up processes that scale as we grow. You will own onboarding, KYC approvals, and multi-channel customer care, driving a Tier-1 experience for a diverse set of clients in fintech.

You will build a high-performing team, define success metrics, and implement AI-powered workflows to boost capacity without linear headcount growth, while partnering with Product and Compliance to shape the