Head of Customer Operations

You will recruit, mentor, and lead customer operations as the user base grows. You will own account approval and customer-care operations, define success metrics, deploy automation and LLM-powered workflows, maintain knowledge bases, and bring customer feedback to product and compliance partners.

Responsibilities

• Recruit, mentor, and lead the customer operations team
• Own account approval and KYC onboarding operations
• Own customer care across support channels and customer segments
• Establish, track, and own customer-satisfaction and operational KPIs
• Design and deploy automation and LLM-powered workflows
• Own internal and external knowledge bases
• Represent the voice of the customer with product and compliance partners

Requirements

• 5+ years in operations or customer service
• Experience leading teams in fast-paced B2B environments
• French and English fluency
• Experience improving operational efficiency through automation
• Experience supporting high-touch and high-volume customer segments

Benefits

• Stock options
• Remote work up to two days per week and one full remote week per month
• Latest-generation laptop and industry-leading software
• Health insurance fully covered
• Monthly perks budget
• 50% public-transport coverage or Forfait Mobilités Durables
• Referral bonus
• Regular afterworks and biannual offsites