About the role

We’re looking for a Senior FP&A Business Partner to partner with Customer Support leadership and drive financial performance, transparency and better decision-making across our Customer Support operations. You’ll connect operational drivers such as support volumes, productivity and service levels with financial outcomes, helping the organisation scale efficiently while maintaining high-quality customer service.
You’ll own financial planning and forecasting across Customer Support headcount, outsourcing, vendor spend and operational costs, while providing analysis that helps leaders understand performance and make informed decisions. Working closely with Controlling, FinTech, BI, Procurement and other teams, you’ll also improve financial models, reporting and processes that strengthen visibility and accountability across the function.

Main tasks and responsibilities:

• Act as the Finance business partner for Customer Support, leading budgeting, forecasting and financial performance management across the function.
• Own forecasting for Customer Support headcount, outsourcing, vendor spend and operational costs across regions, ensuring plans reflect the latest volume, productivity and service-level assumptions.
• Analyse financial performance and provide clear commentary on variances against budget, forecast and prior-year performance, while continuously improving forecasting accuracy.
• Develop financial models linking contact volumes, productivity metrics and service-level targets to capacity and cost requirements, and partner with Controlling, FinTech and BI to improve reporting and dashboards.
• Manage financial planning for third-party support providers, aligning forecasts with contractual and volume assumptions and supporting Procurement with contract renegotiations.
• Identify opportunities to improve efficiency and optimise costs while safeguarding customer experience, and provide financial support for operational improvements, tooling investments, scaling initiatives and other cross-functional projects.

About you:

• Proven experience in FP&A, Business Finance or Controlling, ideally within a fast-paced or high-growth environment.
• Strong analytical and financial modelling skills, with proficiency in Google Sheets and Excel.
• Strong understanding of P&L management, cost drivers and operational KPIs, with the ability to connect operational performance with financial outcomes.
• Ability to translate complex business and operational data into clear financial insights and actionable recommendations.
• Strong communication and stakeholder management skills, with the ability to collaborate effectively across Finance and other functions.
• High attention to detail, strong prioritisation skills and a proactive, continuous-improvement mindset. Familiarity with financial planning or BI tools such as Pigment, Looker or Tableau, and experience in a Customer Support or operational environment, are advantages.

Why you’ll love it here

• Accelerate your professional growth with unique career opportunities.
• Enjoy a rewarding salary and stock options, knowing that as we  succeed, so do you.
• Take care of your physical and mental health with our wellness perks.
• Celebrate 5 years  with a 1-month paid sabbatical to recharge.
• Connect with colleagues at annual company events and smaller team gatherings.
• Balance flexibility and in-person collaboration with our hybrid model, including at least 12 monthly in-office days.

Are you interested in this position?

Apply by clicking on the “Apply Now” Button below!

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