Customer Operations Lead (Fintech)

TL;DR

Customer Operations Lead (Fintech): Coordinating merchant lifecycle from contract to onboarding, go-live, and early ramp-up with an accent on reducing time-to-activation and strengthening cross-team execution. Focus on monitoring SLAs, maintaining activation playbooks, and identifying opportunities for AI-driven automation and operational efficiency.

Location: Hybrid in Riga

Salary: €4,000–€6,000 net

Company

An international and growing payments and fintech company operating in regulated markets, developing its customer operations function to support scalable growth and consistent merchant experience.

What you will do

• Coordinate merchant lifecycle from contract to onboarding, go-live, and early ramp-up.
• Monitor SLAs, activation timelines, and early performance metrics.
• Act as the operational point of contact between Sales, Onboarding, Risk, Tech, and Customer Success.
• Maintain activation playbooks, workflows, and process documentation.
• Support L1 operational issue handling and structured escalation processes.
• Identify opportunities for AI-driven automation and operational efficiency.

Requirements

• 3–5 years of experience in customer operations, merchant support, or customer service in fintech, PSPs, SaaS, or banking.
• Experience working cross-functionally with Risk, Tech, and Customer Success teams.
• Understanding of regulated, documentation-heavy environments.
• Confident user of CRM systems and operational reporting tools.
• Strong understanding of AI and automation tools (low/no-code).
• English: B2 required for communication with international clients.

Culture & Benefits

• High-impact role with direct influence on operational efficiency and service quality.
• Cross-functional exposure across commercial, product, and risk teams.
• Professional growth in a regulated payments environment.
• Competitive compensation package.
• Opportunity to be at the core of business growth.

Hiring process

• Introductory interview with recruitment.
• Functional interview with operations leadership.
• Final interview with senior management.
• Offer stage.