Head of Customer Service - TWE

Head of Customer Service - London or Paris (Hybrid working) - Competitive Salary + Equity

My client, a fast‑growing fintech is building financial infrastructure to support global trade in developing markets. The platform helps businesses in certain regions pay international suppliers more efficiently, enabling faster growth and cross‑border commerce at scale.

They are looking for a bilingual (French & English speaking) Head of Customer Service to lead and scale their Customer Operations function on a permanent basis.

You will be the internal champion of the customer, owning service quality and ensuring an excellent end‑to‑end experience across all touch‑points.

Leading a growing global Customer Operations team while also working closely with Compliance, Sales, Product, and Engineering to resolve customer issues, improve processes, and drive operational excellence. This is a hands‑on leadership role in a high‑growth environment where you will help define how customer service scales globally.

• 7+ years’ experience in Customer Service, Customer Operations, or Customer Experience roles ideally within a Fintech or Payments firm
• Proven experience managing and developing teams (5+ direct reports)
• Experience of owning core customer service KPIs (response times, resolution times, CSAT, SLA adherence) and being the escalation point for complex customer issues
• Experience with tools such as Zendesk, Intercom, or Hub Spot Service
• Fluent in English and French
• Experience in a fast‑paced startup or scale‑up environment