Senior Customer Operations Manager, Shine

• Around 5 or more years in Customer or Support Operations, Revenue Operations or a CRM focused role, ideally in a fast growing SaaS or fintech company. Sales or Marketing Operations backgrounds are welcome too
• Hands on experience building or deeply configuring customer systems and operational tools, not just using them
• Experience designing support processes and leading tool migrations
• A track record of leading projects across teams and delivering improvements that were adopted and made a measurable difference
• Strong technical understanding of systems and automation, and the ability to build solutions from scratch
• A structured yet pragmatic approach: you turn ambiguous problems into clear plans and then deliver them
• Clear communication with both frontline teams and senior stakeholders, translating operational needs into technical solutions
• Confident, everyday use of AI tools such as Claude, with experience building AI agents or automations
• Fluent English
• Experience with tools such as Intercom, ServiceNow, Aircall or Genesys

Desirable

• We are now looking for a Senior Customer Operations Manager to shape how our end-to-end customer service stack and processes will work for years to come
• This is a hands on, individual contributor role for a builder: you will design and configure systems yourself. If you love untangling a messy tool landscape, turning friction into clean workflows and putting AI to work in real operations, you will feel at home here
• Design and build the customer service ecosystem that will power our future operations
• Select, implement and connect the right tools, simplify the landscape, and retire legacy systems
• Own the health of the stack: keep configurations, usage, costs, integrations, access, and workflows reliable, in order and up to date
• Improve customer service processes from end to end, from the first customer need through to resolution and follow up
• Identify the root causes of operational friction, balancing customer outcomes, team experience, quality and efficiency
• Lead operational projects from discovery and business case through to implementation, adoption and impact review
• Define the operational metrics that matter and build reporting that helps teams understand performance, customer needs and where to improve
• Set the standard for how our customer facing teams use AI
• Spot opportunities and implement solutions to speed up or automate work, from simple workflows to AI agents

• We usually respond within a week
• 1️⃣ Initial call (30 min) with a Recruiting Partner
• 2️⃣ Interview with hiring manager (45-60 min)
• 3️⃣ Case study interview + personality and logic assessment feedback