Head of Customer Success

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

Our Mission

Money sitting idle is money lost. We're fixing that.

Our Mission

Money sitting idle is money lost. We're fixing that.

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.

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.

It Has Two 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

As Our Head Of Customer Ops, You Will

• 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

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