Head of Customer Service

Role overview

This opportunity is with a rapidly expanding fintech business that is developing the financial infrastructure needed to help companies in emerging and developing markets trade internationally. Its platform is designed to make it easier for businesses to pay overseas suppliers, supporting faster expansion and cross-border commerce.

The company is hiring a bilingual Head of Customer Service, fluent in French and English, to lead and grow its Customer Operations function on a permanent basis. The position is available in London or Paris and follows a hybrid working model.

In this leadership role, you will act as the internal advocate for customers, take ownership of service quality, and ensure a strong experience across every stage of the customer journey. You will work across teams including Compliance, Sales, Product, and Engineering to solve issues, improve workflows, and raise overall operational performance.

This is a practical, high-impact leadership position in a fast-growing environment where you will help shape how customer service scales as the business expands internationally.

Responsibilities

• Own the overall customer service experience and make sure service standards are consistently high.
• Lead and develop a growing global Customer Operations team.
• Partner with Compliance, Sales, Product, and Engineering to resolve customer problems and improve internal processes.
• Serve as the escalation contact for complex customer issues.
• Monitor and manage key customer service metrics such as response time, resolution time, CSAT, and SLA performance.
• Help build the operating model that will support customer service growth at a global scale.
• Drive operational improvements that strengthen efficiency and customer satisfaction.

Requirements

• At least 7 years of experience in Customer Service, Customer Operations, or Customer Experience, preferably in fintech or payments.
• Experience managing and coaching teams, including at least 5 direct reports.
• Demonstrated ownership of core support KPIs and handling complex escalations.
• Hands-on experience with customer support platforms such as Zendesk, Intercom, or HubSpot Service.
• Fluency in both English and French.
• Background in a fast-moving startup or scale-up setting.
• Comfort working in a high-growth, cross-functional environment.

Additional information

The role is permanent and based in London or Paris with hybrid working arrangements. The employer describes the package as competitive and includes equity. This is a chance to join a business that has already experienced strong growth and continues to expand, with the opportunity to play a central leadership role in that journey.

How to express interest

Candidates who are interested in the role can share their interest directly through the usual application channel or contact the hiring team using the information provided in the source. Referrals are also welcomed.