We are looking for a Fintech Customer Service Operations Lead to build a high-performing customer-support operation for digital financial products.

This is more than a traditional customer-service position. You will help design the processes, performance standards, technology workflows, and escalation structures that determine how customers experience financial services after onboarding.

The Opportunity

You will lead customer-service operations while working closely with product, engineering, compliance, fraud, payments, and operations teams.

Your objective will be to create a support function that is fast, accurate, secure, measurable, and capable of handling increasingly complex financial-service enquiries.

Key Responsibilities

• Lead day-to-day customer-service operations and service performance.
• Establish service-level standards, escalation procedures, and quality controls.
• Monitor customer enquiries involving accounts, payments, transactions, and digital products.
• Develop structured processes for complex and sensitive customer cases.
• Work with compliance teams on regulated customer-service requirements.
• Collaborate with product and engineering teams to identify recurring customer problems.
• Establish customer-service KPIs and operational dashboards.
• Analyze contact volumes, resolution times, customer satisfaction, and recurring issues.
• Improve knowledge bases, support documentation, and internal workflows.
• Introduce automation and self-service capabilities where appropriate.
• Coach team leaders and customer-service specialists.
• Manage major customer-impacting incidents from an operational perspective.

Candidate Profile

• 5+ years of experience in customer operations, financial services, fintech, banking, or technology support.
• Previous experience leading customer-service or operations teams.
• Strong understanding of digital financial products.
• Excellent communication and escalation-management skills.
• Experience with CRM, ticketing, and customer-support platforms.
• Strong analytical and process-improvement capabilities.
• Comfortable working with technical and compliance teams.
• Strong understanding of customer data security and confidentiality.

What Success Looks Like

A successful operation should allow customers to receive fast answers, accurate resolutions, secure handling of financial information, and consistent service, while giving product and engineering teams clear insight into customer problems.

Why This Opportunity

You will have direct influence over one of the most visible parts of a fintech business: the customer relationship.

Ideal candidate: a customer-operations leader who combines empathy and commercial awareness with strong process discipline, technology understanding, and measurable operational performance.

Are you interested in this position?

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

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