Champion our customers across functions
Be the internal voice of our customers — always put them first, and hold the rest of the company to the same standard
Translate recurring pain points into prioritized asks for compliance, sales, product, and engineering, and push them through to resolution
Run weekly ops-compliance and ops-sales retros, and own the operational side of our Enhanced Due Diligence process with compliance and sales
Lead and develop the Customer Operations team
Recruit, coach and develop the Specialists and Associates, scaling the team across markets and time zones
Quality control customer interactions regularly to coach on quality, tone and resolution
Build a high-performance, customer-obsessed team culture
Raise the bar on customer service quality
Measure and own customer service KPIs end-to-end: response times, resolution times, CSAT, SLA adherence
Define what good looks like across written communication, tone, clarity, and resolution quality
Act as the escalation point for the most sensitive customer situations
Own Customer FAQs, internal playbooks, and customer-facing documentation
Build the systems that scale CS
Lead the selection, implementation, and roll-out of new CS tooling (helpdesk, ticketing, knowledge base, quality control)
Drive automation and process improvements that scale the function without proportionally scaling headcount
Build the dashboards and reporting that give Capi leadership visibility on customer service health

7+ years in customer service, operations, or client-facing roles in startups, ideally in a Whatsapp-heavy environment
CS experience in a B2B environment
Proven experience managing and developing CS or operations teams (5+ direct reports)
Track record of designing and improving CS processes, SLAs, and tooling at scale
Experience implementing or migrating CS tooling (e.g. Zendesk, Intercom, Hubspot Service)
Right to work in London or Paris
Deep customer obsession — you genuinely care about the people on the other end of every ticket
Fluent in French and English, both spoken and written
Strong analytical mindset — comfortable diving into data to diagnose problems and measure impact
Hunger for a high-paced, rapidly growing environment with broad exposure and autonomy

Head of Customer Service

Key skills