At a Glance
- Tasks: Lead and scale the Customer Ops team, ensuring top-notch customer experiences.
- Company: Join Spiko, a fast-growing fintech revolutionising cash management.
- Benefits: Competitive salary, stock options, remote work, and health insurance.
- Other info: Enjoy a vibrant company culture with regular social events and career growth opportunities.
- Why this job: Shape the future of customer operations in a dynamic fintech environment.
- Qualifications: 5+ years in Operations or Customer Service with leadership experience.
The predicted salary is between 63000 - 77000 £ per year.
Our Mission
Money sitting idle is money lost. We're fixing that.
Founded in 2023 by Antoine and Paul-Adrian, Spiko gives businesses, non-profits, financial advisers, and fintechs access to institutional-grade cash management, via app or API.
We are building the full infrastructure: issuing, operating, and distributing the products ourselves.
Two years after launch, we serve thousands of organizations across Europe and process hundreds of millions of euros in flows every month.
Our ambition: become the world's leading treasury management infrastructure in a market worth trillions.
We are backed by Index Ventures, the CEO of Revolut, the founder of Kyriba, and the CTO of Wise.
Spiko runs on excellence, transparency, and straight talk.
Head of Customer Operations
We are looking for the next leader of our Customer Ops team, reporting to our co-founder Antoine.
The team is accountable for the customer experience from a customer's first onboarding step through to their day-to-day questions, and its goal is to make that experience as smooth as possible.
- It Has Two Main Workstreams
- Owning account approval (KYC) for new customers: applying our internal rules and handling the back-and-forth that regulatory constraints sometimes require during onboarding.
- Owning customer care across all our support channels, for every customer segment from high-touch, high-value accounts to the smallest ones.
- Your missions
- As Our Head Of Customer Ops, You Will
- Build & Scale the Team: You will shape our customer ops team from day one: recruit, mentor, and lead a high-performing ops team as we scale our user base from 3,000 to 100,000+.
- Define Success Metrics: Establish, track, and own the KPIs that define customer satisfaction and operational excellence.
- Pioneer AI-Driven Operations: Design and deploy best-in-class automation and LLM-powered workflows to scale support capacity without linear headcount growth.
- Curate Strategic Knowledge: Own our internal and external knowledge bases, ensuring partners and team members have real-time access to accurate product insights.
- Collaborate with Product and Compliance: Partner closely with Product and Compliance teams, acting as the "Voice of the Customer" to directly influence our product roadmap.
Requirements (must-haves)
- Experience: 5+ years in Operations or Customer Service, with a proven track record of leading teams in fast-paced B2B environments.
- Systems Thinker: You are obsessed with efficiency. You would rather build a permanent automated solution than perform a manual task twice.
- Customer-Obsessed: You are a relentless advocate for a "Tier-1" experience.
You are equally comfortable navigating high-stakes meetings with CFOs as you are optimizing low-touch flows for high-volume segments.
- Communication: You are fluent in French and English, with the ability to simplify complex financial concepts for any audience.
- Fintech Expertise: Prior experience in financial services or a high-growth fintech environment.
- Technical Literacy: Comfort working with API documentation and technical integration workflows.
What we offer
- Compensation: Competitive package depending on experience + Stock Options
- Offices: in central Paris & London
- Remote work: up to 2 days per week and one full remote week per month
- The best tech for your job: latest-generation laptops and industry-leading software
- Health insurance: 100% covered by Spiko
- Monthly Budget to cover different perks of choice
- Transport: 50% of public transport pass covered or the Forfait Mobilités Durables (FMD)
- Referral Bonus
- Social life: regular afterworks and biannual offsites
- Our hiring process
- 45-minute interview by video call or in person with Antoine, co-founder
- Take-home case study to prepare and present at our offices
- Final interview in person with the founders and key team members. This is about making sure your profile and aspirations align with our culture, mission, and goals
- Reference check: we’ll contact two people you’ve worked with, ideally former managers
- Offer
- #J-18808-Ljbffr
Head of Customer Operations employer: Spiko
At Spiko, we pride ourselves on being an exceptional employer that fosters a culture of excellence, transparency, and innovation. Located in the vibrant heart of Paris, we offer our employees competitive compensation packages, stock options, and the flexibility of remote work, all while providing access to cutting-edge technology and a supportive environment for professional growth. Join us as we revolutionise treasury management and enjoy a dynamic workplace where your contributions directly impact thousands of businesses across Europe.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Operations
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Spiko. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Spiko before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Customer Operations
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Spiko:Your cover letter is your chance to shine! Tell us why you want to work at Spiko specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Spiko!
How to prepare for a job interview at Spiko
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
