Head of Customer Ops: AI-Powered Onboarding & Support

Spiko; Paris; Hybride; EUR 120 000 - 170 000; Plein temps

Avantages offerts par ce poste

Stock Options

Remote work up to 2 days/week

Full remote week per month

Health insurance

Office in Paris & London

Transport support

Referral bonus

Regular afterworks & biannual offsites

Résumé du poste

Spiko in Paris is seeking a Head of Customer Ops to lead our growing customer operations, from onboarding to day-to-day support, reporting to the co-founder Antoine. You will recruit and mentor the team, define success metrics, and architect AI-driven workflows to scale support.

Close collaboration with Product and Compliance is essential. You will own knowledge bases and work with executives to shape the customer experience across high-touch and high-volume segments.

Qualifications

• 5+ years in Operations or Customer Service leadership in fast-paced B2B environments.
• Ability to automate and design scalable processes.
• Customer-obsessed mindset with Tier-1 experience for CFOs and high-volume customers.
• Fluent in French and English, with ability to simplify complex financial concepts.

Responsabilités

• Build and scale the customer ops team from day one, recruiting and mentoring.
• Define and own KPIs for customer satisfaction and operational excellence.
• Pioneer AI-powered workflows to scale support without linear headcount growth.
• Curate internal and external knowledge bases for real-time product insights.
• Collaborate with Product and Compliance, acting as the Voice of the Customer.

Connaissances

Operations Leadership

B2B Experience

Systems Thinking

French & English fluency

Automation / AI workflows

Knowledge management

API documentation

Technical integration

Outils

API documentation

Technical integration

Description du poste

Spiko in Paris is seeking a Head of Customer Ops to lead our growing customer operations, from onboarding to day-to-day support, reporting to the co-founder Antoine. You will recruit and mentor the team, define success metrics, and architect AI-driven workflows to scale support.

Close collaboration with Product and Compliance is essential. You will own knowledge bases and work with executives to shape the customer experience across high-touch and high-volume segments.