Customer Operations Lead

About the Client An international and growing payments and fintech company operating in regulated markets. The business is developing its customer operations function to support scalable growth and consistent merchant experience. Role Overview The Customer Operations Lead will coordinate day-to-day customer operations across onboarding, activation, and early merchant ramp-up. The role focuses on reducing time-to-activation, strengthening cross-team execution, and ensuring high service quality in a regulated payments environment. Key Responsibilities Coordinate merchant lifecycle from contract to onboarding, go-live, and early ramp-up. Monitor SLAs, activation timelines, and early performance metrics. Act as the operational point of contact between Sales, Onboarding, Risk, Tech, and Customer Success. Maintain activation playbooks, workflows, and process documentation. Support L1 operational issue handling and structured escalation processes. Identify opportunities for AI-driven automation and operational efficiency. The role involves communication with international clients. Requirements 3–5 years of experience in customer operations, merchant support, or customer service in fintech, PSPs, SaaS, or banking. Experience working cross-functionally with Risk, Tech, and Customer Success teams. Understanding of regulated, documentation-heavy environments. Confident user of CRM systems and operational reporting tools. Strong understanding of AI and automation tools (low/no-code). Key Soft Skills Strong coordination and follow-up skills. High level of structure and attention to detail. Process-oriented with a mindset for continuous improvement. Calm and organized in fast-paced environments. Clear communicator and reliable team partner. What We Offer High-impact role in a developing international fintech company. Direct influence on operational efficiency and service quality. Cross-functional exposure across commercial, product, and risk teams. Professional growth in a regulated payments environment. Competitive compensation package. Hiring process (for IT positions) Introductory interview with recruitment. Functional interview with operations leadership. Final interview with senior management. Offer stage. Ready to lead merchant activation and drive real operational excellence in a regulated fintech environment? Apply now and be at the core of business growth🚀