Head of Customer Operations

We’re looking for a Head of Customer Operations to lead and scale our multi-tier support organisation (Levels 1–3). You’ll design and execute our support strategy to deliver exceptional customer experiences across multiple markets, languages, and channels — achieving a CSAT of 90+ while maintaining strong operational efficiency and proactively managing leading indicators that drive customer retention.

You’ll manage a distributed support team and drive the evolution of our support model by blending human service and AI-driven tools to anticipate customer needs, resolve issues faster, and deliver on clear SLAs. By tracking and optimising key metrics such as first contact resolution, response times, and customer health scores, you'll identify at-risk customers early and implement interventions to improve retention outcomes. You’ll also be the key liaison between Support and internal teams such as Engineering, Product, Compliance, and Banking Operations ensuring customer insights inform product and process development and retention strategies.

Key Responsibilities 

• Leadership & Strategy
• Build, scale, and mentor a high-performing Level 1–3 support organisation (frontline agents, technical specialists, and escalation managers).
  
• Manage, coach, and develop Customer Care and Technical Support Team Leads, fostering a culture of ownership, accountability, and continuous improvement.
  
• Develop and execute a multi-channel support strategy leveraging automation, AI, and self-service to drive efficiency and satisfaction.
  
• Own customer support KPIs, including CSAT, response times, resolution SLAs, NPS, and ticket backlog.

• Operations & Performance
• Implement a smart and comprehensive triage mechanism for all customer requests, allowing to steer and monitor performance and drive customer satisfaction.
• Define and implement robust SLAs and escalation paths with clear ownership and accountability across teams.
• Monitor and report on support performance, identifying trends and proactively driving improvements.
• Ensure full coverage across European time zones, languages, and customer segments.

• Collaboration & Cross-Functional Alignment
• Partner closely with Engineering to ensure timely resolution of technical issues.
  
• Collaborate with Compliance, Risk, and Payment teams to manage regulated incidents and ensure a consistent, compliant customer experience.
  
• Feed customer insights into Product and Operations to help improve the platform and processes.

• AI & Automation Enablement
• Lead the implementation of AI-powered support tools (chatbots, knowledge base automation, ticket triage, etc.) to enhance scalability and precision.
  
• Build and maintain a comprehensive knowledge management system enabling both customers and internal teams / AI to find answers faster.
  

What we're looking for

• 7+ years of experience in customer support or customer operations roles, with 3+ years in a senior management position.
• Experience leading both outsourced and internal Customer Care and Technical Support teams, including direct management of Team Leads.
• Proven ability to mentor and develop leaders, creating career paths and enabling high performance at every level.
• Strong track record of designing and implementing scalable, metrics-driven support processes.
• Experience in SaaS, fintech, or financial services preferred.
• Familiarity with support automation, AI tools, and CRMs (e.g., Intercom, JIRA, Salesforce Service Cloud).
• Excellent communication and stakeholder management skills, comfortable working cross-functionally with technical and compliance teams.
• Fluent in English (French is a strong plus and additionally any other European languages).

About Spendesk
Spendesk is the AI-powered spend management and procurement platform that transforms company spending. By simplifying procurement, payment cards, expense management, invoice processing, and accounting automation, Spendesk sets the new standard for spending at work. Its single, intelligent solution makes efficient spending easy for employees and gives finance leaders the full visibility and control they need across all company spend, even in multi-entity structures. Trusted by thousands of companies, Spendesk supports over 200,000 users across brands such as SoundCloud, Gousto, SumUp, and Bloom & Wild. With offices in the United Kingdom, France, Spain and Germany, Spendesk also puts community at the heart of its mission.

For more information: www.spendesk.com/press

About our people & culture
We believe that people do their best work when they’re given the freedom to thrive and grow. That’s why liberation is at the core of everything we do. We empower Spendeskers to take ownership of their work, to navigate ambiguity, and seize every opportunity. Spendeskers come from all over the world (35+ countries and counting!) but we have plenty in common: we're bold, ever-curious, committed to kindness, and tackle every challenge with a positive mindset.

About our benefits
Our culture is built on trust, empowerment, and growth — with benefits to match!

• Flexible on-site and remote policy (up to 4 days per month + 3 non-consecutive weeks per year)
• Alan health insurance (fully covered by Spendesk)
• Meal vouchers through Edenred (€6 per working day)
• 100% reimbursement on public transportation subscription
• Access to Moka.care for emotional and mental health wellbeing
• 28 days of holidays
• Latest Apple equipment
• Great office snacks to fuel your day
• A positive team to work with daily!

Diversity & Inclusion

At Spendesk, we're committed to fostering an environment where all differences are encouraged, supported and celebrated. We're building our culture for everyone, with everyone. Our goal is to attract and build a diverse, equal and inclusive team, where everyone feels welcome and we truly embrace and encourage people from all backgrounds to apply.