Head of Customer Operations

Spiko; Paris; Hybrid; EUR 90,000 - 150,000; Full time

Benefits offered by this job

Stock options

Offices in central Paris & London

Remote work: up to 2 days/week and one

Full remote week per month

Health insurance 100% covered

Monthly perks budget

Transport: 50% pass or sustainableMob

Referral bonus

Regular afterworks and biannual offsi

Job summary

Spiko, a Paris and London-based fintech infrastructure company, seeks a Head of Customer Operations to lead onboarding through ongoing support. You will shape the customer ops function from day one and drive a Tier-1 experience for diverse clients.

You will partner with Product and Compliance, implement KPI-driven processes, and pioneer AI-enabled workflows to scale without linear headcount growth. Fluency in FR/EN essential.

Qualifications

• 5+ years in Operations or Customer Service with leadership in fast-paced B2B settings.
• Fluent in French and English, able to explain complex financial concepts clearly.
• Experience in fintech or financial services highly preferred.
• Comfort with API docs and integration workflows; systems-thinking mindset.
• Proven track record building and scaling customer ops teams.

Responsibilities

• Build & Scale the Team: recruit, mentor, and lead a high-performing ops team as we grow.
• Define Success Metrics: own KPIs for customer satisfaction and ops excellence.
• Pioneer AI-Driven Operations: deploy automation and LLM-powered workflows.
• Curate Strategic Knowledge: manage internal/external knowledge bases for real-time insights.
• Collaborate with Product & Compliance: act as Voice of the Customer in roadmap discussions.

Skills

Operations leadership

Customer service leadership

B2B experience

French & English communication

Fintech domain knowledge

APIs & integration basics

Tools

API documentation

Job description

Our Mission

Founded in 2023 by Antoine and Paul-Adrien, Spiko gives businesses, non-profits, financial advisers, and fintechs access to institutional-grade cash management, via app or API. We are building the full infrastructure: issuing, operating, and distributing the products ourselves.

Two years after launch, we serve thousands of organizations across Europe and process hundreds of millions of euros in flows every month.

Our ambition: become the world's leading treasury management infrastructure in a market worth trillions.

We are backed by Index Ventures, the CEO of Revolut, the founder of Kyriba, and the CTO of Wise.

Spiko runs on excellence, transparency, and straight talk.

Head of Customer Operations

We are looking for the next leader of our Customer Ops team, reporting to our co-founder Antoine.

The team is accountable for the customer experience from a customer's first onboarding step through to their day-to-day questions, and its goal is to make that experience as smooth as possible.

Main workstreams

• Owning account approval (KYC) for new customers: applying our internal rules and handling the back-and-forth that regulatory constraints sometimes require during onboarding.
• Owning customer care across all our support channels, for every customer segment from high-touch, high-value accounts to the smallest ones.

Your missions

• Build & Scale the Team: You will shape our customer ops team from day one: recruit, mentor, and lead a high-performing ops team as we scale our user base from 3,000 to 100,000+.
• Define Success Metrics: Establish, track, and own the KPIs that define customer satisfaction and operational excellence.
• Pioneer AI-Driven Operations: Design and deploy best-in-class automation and LLM-powered workflows to scale support capacity without linear headcount growth.
• Curate Strategic Knowledge: Own our internal and external knowledge bases, ensuring partners and team members have real-time access to accurate product insights.
• Collaborate with Product and Compliance: Partner closely with Product and Compliance teams, acting as the "Voice of the Customer" to directly influence our product roadmap.

Requirements (must-haves)

• Experience: 5+ years in Operations or Customer Service, with a proven track record of leading teams in fast-paced B2B environments.
• Systems Thinker: You are obsessed with efficiency. You would rather build a permanent automated solution than perform a manual task twice.
• Customer-Obsessed: You are a relentless advocate for a "Tier-1" experience. You are equally comfortable navigating high-stakes meetings with CFOs as you are optimizing low-touch flows for high-volume segments.
• Communication: You are fluent in French and English, with the ability to simplify complex financial concepts for any audience.
• Fintech Expertise: Prior experience in financial services or a high-growth fintech environment.
• Technical Literacy: Comfort working with API documentation and technical integration workflows.

What we offer

• Compensation: Competitive package depending on experience + Stock Options
• Offices: in central Paris & London
• Remote work: up to 2 days per week and one full remote week per month
• The best tech for your job: latest-generation laptops and industry-leading software
• Health insurance: 100% covered by Spiko
• Monthly Budget to cover different perks of choice
• Transport: 50% of public transport pass covered or the Forfait Mobilités Durables (FMD)
• Referral Bonus
• Social life: regular afterworks and biannual offsites

Our hiring process

• 45-minute interview by video call or in person with Antoine, co-founder
• Take-home case study to prepare and present at our offices
• Final interview in person with the founders and key team members. This is about making sure your profile and aspirations align with our culture, mission, and goals
• Reference check: we'll contact two people you've worked with, ideally former managers
• Offer