Senior Customer Operations Manager

Join Shine, a leading European fintech unicorn, as a Senior Customer Operations Manager. In this hands-on role, you will design and configure systems, improve customer service processes, and implement automation and AI solutions. You will have a direct impact on the customer experience and the day-to-day operations of our support teams.

Responsibilities

• Design and build the customer service ecosystem that will power future operations, including selecting, implementing, and connecting the right tools.
• Improve customer service processes from end to end, identifying root causes of operational friction and leading operational projects.
• Define operational metrics that matter and build reporting that helps teams understand performance, customer needs, and areas for improvement.