The role

We are looking for a results-driven and visionary Director of Customer Operations to lead and scale our global customer-facing teams. Based in our Riga office (HQ2), you’ll be a key member of the Merchant Operations leadership team, owning the strategy and execution across Customer Support, KYC, and Onboarding. This role is pivotal in delivering a 24/7 seamless, compliant, and world-class experience for our diverse, international client base.

You will combine strategic thinking with hands-on leadership, driving operational excellence, embedding technology-led improvements, and inspiring a high-performing team of approx. 50 people spread across our London, Leeds and Riga locations.

 

What excites you  Set the Vision & Strategy – Define and execute the long-term strategy for Customer Operations, aligned with company objectives, market and customer needs. Lead & Inspire Teams – Manage and grow a global team, building a culture of accountability, innovation, and customer-first thinking. Drive Operational Excellence – Optimise processes for support, onboarding, and account management to improve efficiency, reduce friction, and scale effectively. Measure What Matters – Define, track, and analyse KPIs to drive continuous improvement in service delivery, customer satisfaction, and operational health. Work Cross-Functionally – Collaborate with Product, Engineering, Sales, and Compliance to ensure seamless customer journeys and proactive issue resolution. Champion Technology – Identify, adopt, and embed tools and systems that enhance productivity, simplify workflows, and elevate the customer experience. Ensure Compliance – Maintain adherence to financial regulations, data integrity, and risk management standards. Own Escalations & Relationships – Act as a senior point of contact for complex customer situations and strengthen key enterprise relationships.

 

What excites us Proven Leader – 7+ years in customer operations, customer success, or similar leadership roles in Tech/SaaS, Payments, or FinTech. Track Record of Scale – Demonstrated success in building and scaling operations across multiple geographies. Data-Driven Decision Maker – Skilled in defining KPIs, interpreting insights, and applying them to operational strategy. Change Agent – Experience leading transformation, introducing new tools, and improving processes. Strong Communicator – Exceptional English communication skills, able to influence across all levels and functions. Strategic & Hands-On – Comfortable switching between long-term planning and immediate operational problem-solving. Global Mindset – Experience managing culturally diverse teams and delivering for a global customer base.