Head of Customer Operations - Scale & AI-Driven Support

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

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.