Head of Customer Operations (Fintech)

TL;DR

Head of Customer Operations (Fintech): Leading the Customer Operations team to build scalable support systems and improve the end-to-end customer journey for emerging markets trade infrastructure with an accent on process automation and cross-functional alignment. Focus on designing CS tooling, managing team performance across time zones, and translating customer pain points into product requirements.

Location: Hybrid in London or Paris (minimum 3 days a week in the office). Candidates must have the right to work in the UK or France.

Company

hirify.global is building the financial infrastructure for emerging markets trade to make the global financial system fairer and more accessible.

What you will do

• Lead, recruit, and develop the Customer Operations team across different markets and time zones.
• Act as the internal voice of customers, collaborating with compliance, sales, product, and engineering to resolve recurring pain points.
• Measure and own customer service KPIs including response times, resolution times, CSAT, and SLA adherence.
• Lead the selection, implementation, and roll-out of new CS tooling such as helpdesks, ticketing systems, and knowledge bases.
• Build reporting dashboards and internal playbooks to provide leadership with visibility into customer service health.
• Manage the operational side of the Enhanced Due Diligence process in coordination with sales and compliance.

Requirements

• 7+ years of experience in customer service or operations within startups, preferably in B2B and WhatsApp-heavy environments.
• Proven track record of managing and developing teams with 5+ direct reports.
• Experience designing and scaling CS processes and implementing tools like Zendesk, Intercom, or HubSpot.
• Fluent in both French and English (written and spoken).
• Right to work in London or Paris.
• Strong analytical mindset for diagnosing problems and measuring impact through data.

Nice to have

• Previous experience at a VC-backed startup or top-tier consultancy.
• Familiarity with payments, compliance, or cross-border financial flows.
• Comfortable using AI tools to increase productivity.
• Fluency in Wolof, Dioula, or other local languages of key emerging markets.

Culture & Benefits

• Competitive salary and share options.
• Full-time employment with a comprehensive benefits package.
• High-ambition, "get-it-done" culture with a tangible global impact.
• Inclusive and diverse work environment focused on equality of opportunity.