Head of Customer Operations

Spiko; Greater London; Hybrid; GBP 105,000 - 165,000; Full time

Benefits offered by this job

Stock Options

Office in Paris & London

Remote work policy

Health insurance

Public transport support

Referral bonus

Social events

Job summary

Spiko, a fast-growing fintech, is seeking a Head of Customer Ops to lead the customer experience from onboarding through daily support. You will build the team, define KPIs, and shape a scalable operation across multi-channel support for thousands of customers.

You will pioneer AI-driven workflows, curate knowledge bases, and partner with Product and Compliance to reflect the voice of the customer in the roadmap. Paris/London offices with flexible remote options.

Qualifications

• 5+ years in Operations or Customer Service leading teams in fast-paced B2B environments.
• Efficient, automated solutions mindset; prefer permanent automation over manual tasks.
• Customer-obsessed with Tier-1 experience; comfortable with CFO-level meetings.
• Fluent in French and English; able to explain financial concepts clearly.
• Fintech experience in financial services or high-growth fintech.
• Technical literacy; comfortable with API docs and integration workflows.

Responsibilities

• Build and scale the team from day one to 3,000–100,000+ users.
• Define success metrics for customer satisfaction and operational excellence.
• Design AI-driven operations with automation and LLM-powered workflows.
• Curate internal and external knowledge bases for real-time insights.
• Collaborate with Product and Compliance to voice the customer in roadmaps.

Skills

Team leadership

Operations management

Systems thinking

Communication

Fintech experience

API knowledge

Tools

API documentation

CRM systems

Job description

Our Mission

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

Founded in 2023 by Antoine and Paul-Adrian, 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.

Head of Customer Operations

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

• 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