Head of Customer Ops - Scale with AI-Driven Support

Spiko; Paris; Hybride; EUR 110 000 - 160 000; Plein temps

Avantages offerts par ce poste

Stock Options

Offices in Paris & London

Remote work up to 2 days per week

Health insurance 100% covered

Monthly perk budget

Transport: 50% public transport pass

Referral Bonus

Regular afterworks and biannual offs

Résumé du poste

Spiko is seeking a Head of Customer Ops to lead the customer experience from onboarding through day-to-day support. You will recruit, mentor, and scale a high-performing team as we grow from 3,000 to 100,000+ users across Europe.

You will define success metrics, own the KPIs, and partner with Product and Compliance to influence the roadmap. This role requires a fluent FR-EN communicator with fintech experience and a passion for scalable, automated support.

Qualifications

• 5+ years in Operations or Customer Service leading teams in fast-paced B2B environments.
• Able to design automated solutions to replace repetitive tasks.
• Advocate for Tier-1 customer experience and high-value to high-volume flows.
• Fluent in French and English, with ability to explain complex financial concepts.
• Experience in financial services or high-growth fintech is preferred.
• Comfort with API docs and technical integration workflows.

Responsabilités

• Build and scale the customer ops team from day one, recruiting and mentoring as user base grows.
• Define and own KPIs for customer satisfaction and operational excellence.
• Pioneer AI-driven operations with automation and LLM-powered workflows.
• Curate and maintain knowledge bases for accurate product insights.
• Collaborate with Product and Compliance to influence the product roadmap.

Connaissances

Team leadership

Operations management

Systems thinking

Customer-centric

Bilingual FR-EN

Fintech experience

Description du poste

Spiko is seeking a Head of Customer Ops to lead the customer experience from onboarding through day-to-day support. You will recruit, mentor, and scale a high-performing team as we grow from 3,000 to 100,000+ users across Europe.

You will define success metrics, own the KPIs, and partner with Product and Compliance to influence the roadmap. This role requires a fluent FR-EN communicator with fintech experience and a passion for scalable, automated support.