Customer Operations Manager

Location: London, with an office environment in Central London

Company

hirify.global is building a financial platform for local businesses across Europe, combining simple tools, thoughtful design, and human support.

What you will do

• Lead and develop managers responsible for complaints, escalations, technical support, and operational quality.
• Define, track, and report customer operations KPIs, including service levels, resolution times, complaint volumes, and quality scores.
• Identify operational weaknesses and design, implement, and measure workflow and tooling improvements.
• Connect Customer Operations with Product by translating recurring issues and root causes into roadmap input.
• Improve the use of operational tools, systems, data, and technology to increase efficiency and service quality.

Requirements

• Experience leading customer operations, complaints, or service quality functions.
• Experience in fintech, payments, or another regulated, high-growth environment is preferred.
• Experience managing managers and building leadership capability.
• Strong analytical skills and confidence working with metrics, dashboards, spreadsheets, and reporting tools.
• Experience driving end-to-end process improvement and partnering with Product and other teams.
• Strong judgement, communication skills, and the ability to represent the function credibly across the business.

Culture & Benefits

• Flexible working hours arranged around the needs of the role and team.
• Health and life insurance, pension scheme, and 25 days of annual leave plus bank holidays.
• Extended maternity and paternity leave options.
• Physical and mental health support, including GymPass access, therapy, meditation, fitness, and nutrition apps.
• Cycle-to-Work Scheme and daily office snacks.
• Friendly, comfortable, and informal office environment.