Head of Customer Ops — Scale Fintech Support with AI

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

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.