Senior Customer Operations Manager (AI)

Location: Paris, France; Copenhagen, Denmark; Berlin, Germany; or Amsterdam, Netherlands. Hybrid setup with two remote working days per week.

Company

A European fintech and cloud software business providing invoicing, accounting, payroll, business accounts, payments, and financing for small businesses and accountants.

What you will do

• Design and build the customer service technology ecosystem, connecting tools and retiring legacy systems.
• Own system configurations, usage, costs, integrations, access, and workflow reliability.
• Improve end-to-end customer service processes and identify the root causes of operational friction.
• Lead operational projects from discovery and business case development through implementation, adoption, and impact review.
• Define operational metrics and build reporting on performance, customer needs, and improvement areas.
• Implement workflows, automations, and AI agents to improve the speed and scalability of customer-facing operations.

Requirements

• At least five years of experience in Customer Operations, Support Operations, Revenue Operations, or CRM-focused roles, ideally in a fast-growing SaaS or fintech company.
• Hands-on experience building or deeply configuring customer systems and operational tools.
• Experience designing support processes, leading tool migrations, and delivering measurable cross-functional improvements.
• Strong technical understanding of systems and automation, with the ability to build solutions from scratch.
• Clear communication with frontline teams and senior stakeholders, translating operational needs into technical solutions.
• Fluent English required.

Nice to have

• Experience with Intercom, ServiceNow, Aircall, or Genesys.
• Experience with Snowflake, Segment, reverse ETL, n8n, or Zapier.
• Experience working across several brands or markets.

Culture & Benefits

• Real ownership of the customer service stack and operating model.
• Direct impact on customer experience and the daily work of Support teams.
• Curious, experimentation-focused environment for building and shipping AI solutions.
• Hybrid work with two remote working days per week.

Hiring process

• 30-minute initial call with a Recruiting Partner.
• 45–60-minute interview with the hiring manager.
• Case study interview followed by personality and logic assessment feedback.