Head of Customer Operations

Join to apply for theHead of Customer Operationsrole atSpendesk .We’re looking for aHead of Customer Operationsto lead and scale our multi-tier support organization (Levels 1–3). You’ll design and execute our support strategy to deliverexceptional customer experiencesacross multiple markets, languages, and channels — achieving aCSAT 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 blendinghuman service and AI-driven toolsto anticipate customer needs, resolve issues faster, and deliver on clear SLAs. By tracking and optimizing 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 asEngineering, Product, Compliance, and Banking Operationsensuring customer insights inform product and process development and retention strategies.Key ResponsibilitiesBuild, scale, and mentor a high-performing Level 1–3 support organization (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.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.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.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.Qualifications7+ 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.BenefitsFlexible 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 subscriptionAccess to Moka.care for emotional and mental health wellbeing28 days of holidaysGreat office snacks to fuel your dayA positive team to work with dailyDiversity & 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.#J-18808-Ljbffr