At a Glance
- Tasks: Lead and scale the Customer Operations function, ensuring excellent service quality.
- Company: A fast-growing fintech focused on building financial infrastructure for global trade.
- Benefits: Competitive salary plus equity, with hybrid working in London or Paris.
- Other info: Experience with tools like Zendesk, Intercom, or HubSpot Service is required.
- Why this job: Join a high-growth environment and define global customer service strategies.
- Qualifications: 7+ years in Customer Service roles, fluent in English and French.
The predicted salary is between 60000 - 80000 £ per year.
My client, a fast‑growing fintech is building financial infrastructure to support global trade in developing markets. The platform helps businesses in certain regions pay international suppliers more efficiently, enabling faster growth and cross‑border commerce at scale.
They are looking for a bilingual (French & English speaking) Head of Customer Service to lead and scale their Customer Operations function on a permanent basis.
The Role:
You will be the internal champion of the customer, owning service quality and ensuring an excellent end‑to‑end experience across all touch‑points. Leading a growing global Customer Operations team while also working closely with Compliance, Sales, Product, and Engineering to resolve customer issues, improve processes, and drive operational excellence. This is a hands‑on leadership role in a high‑growth environment where you will help define how customer service scales globally.
Key Skills:
- 7+ years’ experience in Customer Service, Customer Operations, or Customer Experience roles ideally within a Fintech or Payments firm
- Proven experience managing and developing teams (5+ direct reports)
- Experience of owning core customer service KPIs (response times, resolution times, CSAT, SLA adherence) and being the escalation point for complex customer issues
- Experience with tools such as Zendesk, Intercom, or HubSpot Service
- Fluent in English and French
- Experience in a fast‑paced startup or scale‑up environment
Head of Customer Service - TWE45917 employer: twentyAI
Located in London or Paris, this fintech company is revolutionising global trade finance. They offer competitive salaries, equity options, and a dynamic work environment focused on customer satisfaction and operational excellence.
