Customer Operations Manager
Support customers through onboarding, verification, and product-related issues. Review flagged applications and identity checks, investigate complex cases using transaction data and logs, improve internal tools and processes with Product and Engineering, use SQL to identify recurring issues, create operational documentation, and help define future support and onboarding operations.
Responsibilities
- Support customers across onboarding, verification, and product-related issues
- Review flagged customer onboarding applications, identity checks, and supporting documentation
- Investigate complex customer issues using internal systems, transaction data, and logs
- Work with Product and Engineering to improve and automate internal tools and customer-facing processes
- Use SQL and operational data to identify trends, bottlenecks, and recurring issues
- Create support procedures, escalation processes, templates, and internal documentation
- Identify manual workflows that can be automated
- Help define the operating model for future Customer Support and Onboarding teams
Requirements
- At least one year of experience in customer support, operations, fincrime, CDD, or a related role
- Excellent written and verbal English
- Good analytical, IT, and problem-solving abilities
- Basic SQL knowledge or strong willingness to learn
- Bachelor’s degree
- Proactive, ownership-driven approach
- Ambition to help build and eventually lead a growing operational team
- Experience improving or implementing internal operational tools
- Knowledge of APIs, system integrations, or technical troubleshooting
Benefits
- Remote work
- Direct impact at an early-stage company
- Exposure to Operations, Product, Engineering, and Compliance