Customer Operations Manager (Fintech Startup)

<strong>(We are supporting our client, Paynest, in their search for a Customer Operations Manager in Lisbon. Check it out!)</strong><br/><h2>📝 Customer Operations Manager – Paynest</h2><p>At <strong>Paynest</strong>, we’re on a mission to empower companies and their employees with innovative financial tools and education. Our platform gives employers greater control over their financial processes, enabling smarter decisions and healthier organizations.</p><p>We’re looking for a <strong>Customer Operations Manager</strong> to take ownership of the entire client journey — from onboarding to long-term success. This role goes beyond execution: you’ll shape how we work with clients, design scalable processes, and be the bridge between clients and our product team.</p><h3>🚀 Your Impact</h3><p>You’ll work at the heart of Paynest’s customer experience — ensuring we deliver not just support, but <strong>strategic value</strong> to each client. Many of our clients come from a traditional and you’ll help them transition to a smarter, digital way of working.</p><p>This is a unique opportunity to <strong>lead and shape the Customer Operations function</strong> — with potential to build and grow the team as we scale.</p><h3>🎯 Key Responsibilities</h3><ul><li><p><strong>Client Onboarding</strong>: Own and optimize the full onboarding process — guiding traditional SMB clients through digital adoption with care, patience, and clarity.</p></li><li><p><strong>Process Optimization</strong>: Analyze and improve how we work with clients. Design efficient, repeatable processes that balance human support with smart automation.</p></li><li><p><strong>Strategic Account Management</strong>: Maintain strong client relationships while identifying areas to improve their experience and increase usage of the platform.</p></li><li><p><strong>Product Feedback Loop</strong>: Act as the voice of the client internally — identifying recurring friction points and sharing insights with the product and tech teams.</p></li><li><p><strong>Client Troubleshooting</strong>: Manage operational issues (including the occasional “ugly email”), always aiming for quick, thoughtful resolution.</p></li><li><p><strong>Cross-functional Collaboration</strong>: Work closely with Sales, Product, and Leadership to align on customer needs, priorities, and business goals.</p></li></ul><h3>👤 Your Profile</h3><ul><li><p>Strong analytical mindset — you enjoy digging into messy processes and making them smooth and scalable.</p></li><li><p>Background in <strong>consulting, PMO, or customer-facing roles</strong> that required structure and strategy.</p></li><li><p>Comfortable dealing with <strong>traditional clients</strong>, guiding them through change with empathy and persistence.</p></li><li><p>Excellent communicator — you know how to manage tough conversations and still leave people feeling heard and supported.</p></li><li><p>Structured, self-driven, and eager to take ownership.</p></li><li><p>Fluent in <strong>Portuguese and English;</strong></p></li></ul><h3>💼 Your Experience</h3><ul><li><p>3–5 years in <strong>customer operations</strong>, <strong>consulting</strong>, <strong>project management</strong>, or a similar client-facing role.</p></li><li><p>Familiarity with <strong>SaaS</strong> or <strong>fintech</strong> products is a strong plus.</p></li><li><p>Experience leading or creating scalable client processes is highly valued.</p></li><li><p>Exposure to <strong>expense management</strong>, <strong>accounting</strong>, or working with <strong>SMBs</strong> is a bonus.</p></li></ul><h3>🌟 Why Paynest?</h3><p>This isn’t just a support role — it’s a chance to <strong>lead and build</strong>. You’ll shape how Paynest serves its customers and lay the foundation for a future team. If you’ve been looking for a chance to step into <strong>ownership and leadership</strong>, this is it.</p>