Senior Customer Operations Architect (AI & Automation)

Shine; Paris; Hybrid; EUR 90,000 - 130,000; Full time

Job summary

Shine is seeking a Senior Customer Operations Manager to shape our end-to-end customer service stack and processes. You will design and configure systems hands-on and drive AI-enabled automation in a European fintech environment.

The role is based in Paris or other major European hubs (Amsterdam, Berlin, Copenhagen) with two remote days per week, offering real ownership and cross-functional impact across global Support teams.

Qualifications

• 5+ years in customer or support operations or CRM-focused roles, SaaS/fintech preferred.
• Hands-on experience configuring customer systems and tools, not just using them.
• Experience designing support processes and leading tool migrations.

Responsibilities

• Build and own our customer service tech stack to enable scalable operations.
• Design and improve end-to-end customer service processes and workflows.
• Define operational metrics and deliver actionable reporting for teams.
• Scale operations through automation and AI, including AI agent implementations.

Skills

5+ years in Customer Operations

Hands-on system building

Support process design

Project leadership across teams

Technical understanding of automation

Structured problem solving

Clear stakeholder communication

AI tool usage (Claude)

Fluent English

Tools

Intercom

ServiceNow

Aircall

Genesys

Snowflake

Segment

n8n

Zapier

Job description

Shine is seeking a Senior Customer Operations Manager to shape our end-to-end customer service stack and processes. You will design and configure systems hands-on and drive AI-enabled automation in a European fintech environment.

The role is based in Paris or other major European hubs (Amsterdam, Berlin, Copenhagen) with two remote days per week, offering real ownership and cross-functional impact across global Support teams.