Head of Customer Care & Operations, Finary

• Have 5+ years of experience in Customer Care or Customer Operations, with a proven track record in B2C environments (bonus if fintech or regulated industries)
• Have led and scaled Care teams handling inbound support (chat, call, tickets), delivering both operational impact and high team engagement
• Are data-obsessed — you thrive on KPIs, dashboards, and continuous improvement
• Collaborate naturally with cross-functional teams - Product, Tech, and Compliance are not silos for you
• Are a builder: you love creating processes, implementing tools, and managing change
• Bring strong project management skills, with a hands-on mindset and ability to lead transformation initiatives from A to Z
• Are an outstanding communicator, able to synthesize feedback, align stakeholders, and drive clarity
• Thrive in fast-paced environments and lead with ownership, initiative, and impact
• Are Fluent in French

Desirable

• You will report to our VP Operations
• Own the Customer Care experience at scale: lead, inspire, and support a growing team of Care specialists, ensuring high performance, exceptional team morale, and world-class customer satisfaction
• Deliver operational excellence: define and track key KPIs (Customer Satisfaction, First-Time Resolution, and Ticket Response Time). Build the foundations of data-driven performance tracking
• Scale with automation, not headcount: redesign workflows, integrate best-in-class tooling (chatbot, AI, knowledge base), and streamline processes to support a growing customer base while keeping the team lean
• Be the voice of the customer: ensure customer feedback directly shapes our product roadmap. Work closely with Product, Engineering, and Compliance to embed Care needs in product development
• Support international expansion: lead strategic initiatives (e.g. BPO set-up, local team hiring) to ensure multilingual, scalable support, all without compromising on quality
• Ensure regulatory compliance: operate in a regulated financial environment with a strong understanding of compliant Care workflows and data protection

• Tell us why you want to join Finary. Share with us what excites you about our mission and how you will contribute. Make your first impression count