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Head of Customer Operations

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Spendesk

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Location:
Spain , Barcelona

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

We’re looking for a Head of Customer Operations to lead and scale our multi-tier support organisation (Levels 1–3). You’ll design and execute our support strategy to deliver exceptional customer experiences across multiple markets, languages, and channels — achieving a CSAT of 90+ while maintaining strong operational efficiency and proactively managing leading indicators that drive customer retention. You’ll manage a distributed support team and drive the evolution of our support model by blending human service and AI-driven tools to anticipate customer needs, resolve issues faster, and deliver on clear SLAs. By tracking and optimising key metrics such as first contact resolution, response times, and customer health scores, you'll identify at-risk customers early and implement interventions to improve retention outcomes. You’ll also be the key liaison between Support and internal teams such as Engineering, Product, Compliance, and Banking Operations ensuring customer insights inform product and process development and retention strategies.

Job Responsibility:

  • Build, scale, and mentor a high-performing Level 1–3 support organisation (frontline agents, technical specialists, and escalation managers)
  • Manage, coach, and develop Customer Care and Technical Support Team Leads, fostering a culture of ownership, accountability, and continuous improvement
  • Develop and execute a multi-channel support strategy leveraging automation, AI, and self-service to drive efficiency and satisfaction
  • Own customer support KPIs, including CSAT, response times, resolution SLAs, NPS, and ticket backlog
  • Implement a smart and comprehensive triage mechanism for all customer requests, allowing to steer and monitor performance and drive customer satisfaction
  • Define and implement robust SLAs and escalation paths with clear ownership and accountability across teams
  • Monitor and report on support performance, identifying trends and proactively driving improvements
  • Ensure full coverage across European time zones, languages, and customer segments
  • Partner closely with Engineering to ensure timely resolution of technical issues
  • Collaborate with Compliance, Risk, and Payment teams to manage regulated incidents and ensure a consistent, compliant customer experience
  • Feed customer insights into Product and Operations to help improve the platform and processes
  • Lead the implementation of AI-powered support tools (chatbots, knowledge base automation, ticket triage, etc.) to enhance scalability and precision
  • Build and maintain a comprehensive knowledge management system enabling both customers and internal teams / AI to find answers faster

Requirements:

  • 7+ years of experience in customer support or customer operations roles
  • 3+ years in a senior management position
  • Experience leading both outsourced and internal Customer Care and Technical Support teams, including direct management of Team Leads
  • Proven ability to mentor and develop leaders, creating career paths and enabling high performance at every level
  • Strong track record of designing and implementing scalable, metrics-driven support processes
  • Experience in SaaS, fintech, or financial services preferred
  • Familiarity with support automation, AI tools, and CRMs (e.g., Intercom, JIRA, Salesforce Service Cloud)
  • Excellent communication and stakeholder management skills, comfortable working cross-functionally with technical and compliance teams
  • Fluent in English

Nice to have:

French is a strong plus and additionally any other European languages

What we offer:
  • Flexible on-site and remote policy (up to 4 days per month + 3 non-consecutive weeks per year)
  • Alan health insurance (fully covered by Spendesk)
  • Meal vouchers through Edenred (€6 per working day)
  • 100% reimbursement on public transportation subscription
  • Access to Moka.care for emotional and mental health wellbeing
  • 28 days of holidays
  • Latest Apple equipment
  • Great office snacks to fuel your day

Additional Information:

Job Posted:
December 12, 2025

Employment Type:
Fulltime
Work Type:
Hybrid work
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