Head of Customer Operations

About the role

Spiko, founded in 2023, provides institutional-grade cash management to businesses, non-profits, financial advisers and fintechs, issuing, operating and distributing its products itself. It is looking for a Head of Customer Operations to lead the team responsible for the customer experience from first onboarding through to day-to-day questions, reporting to co-founder Antoine. The team covers account approval (KYC) for new customers and customer care across all support channels.

Key responsibilities

• Build and scale the customer operations team from day one, recruiting, mentoring and leading it as the user base grows from 3,000 to 100,000+
• Establish, track and own the KPIs defining customer satisfaction and operational excellence
• Pioneer AI-driven operations: design and deploy automation and LLM-powered workflows to scale support without linear headcount growth
• Own the internal and external knowledge bases so partners and team members have real-time access to accurate product information
• Partner with Product and Compliance, acting as the Voice of the Customer to influence the product roadmap

Required profile

• 5+ years in Operations or Customer Service, with a proven track record of leading teams in fast-paced B2B environments
• Fluent in French and English, able to explain complex financial concepts simply
• Nice to have: fintech experience and comfort with API documentation and technical integration workflows

What we offer

• Competitive compensation depending on experience plus stock options
• Offices in central Paris and London, with up to two days per week and one full remote week per month
• Latest-generation laptops and industry-leading software
• Health insurance fully covered by Spiko, monthly perk budget, 50% public transport pass or FMD, referral bonus
• Regular after-work drinks and offsites twice a year

Hiring process: 45-minute interview with the co-founder, a take-home case study, final interview with the founders and key team members, and reference checks with two former colleagues.