01Requirements
The ideal candidate is an experienced operations leader with a strong background in fintech, payments, or regulated technology environments. They should combine strategic leadership, technical understanding, and strong client management skills. Required qualifications and experience include:
8+ years of experience in client operations, support operations, service delivery, or similar leadership roles within fintech, payments, SaaS, or highly regulated technology environments.
Strong experience managing technical incident response for enterprise customers, including preparing and presenting complex root cause analyses.
Proven ability to support high-value enterprise accounts and communicate effectively with executive-level stakeholders.
Experience leading support teams, service delivery teams, contact centers, and third-party providers.
Strong understanding of payments operations, including transaction flows, dispute management, AML/KYC processes, regulatory requirements, and PCI DSS considerations.
Experience implementing or migrating operational platforms such as CCaaS, CRM, telephony, ticketing systems, or AI-powered support solutions.
Demonstrated ability to build and scale teams, improve operational structures, and manage organizational growth.
Technical fluency with API-based integrations, payment processing workflows, and platform troubleshooting.
Strong analytical skills with the ability to build reporting frameworks and make data-driven operational decisions.
Experience with platforms such as Zoho, Jira, Metabase, or equivalent operational tools.
Familiarity with modern AI-based support agents and automation technologies.
Exceptional communication skills, including executive presentations, incident updates, operational reviews, and written documentation.
Ability to .
