Customer Operations Manager (Fintech Startup) Lisboa

Customer Operations Manager (Fintech Startup)
Lisboa
Lisboa, Lisboa, Portugal

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Customer Operations Manager (Fintech Startup), Lisbon

Client: ambi. careers

Location: Lisbon, Portugal

Job Category: Other

EU work permit required: Yes

Job Reference: 1b7d5c85d12e

Job Views: 4

Posted: 18. 05. 2025

Expiry Date: 02. 07. 2025

Job Description

We are supporting our client, Paynest, in their search for a Customer Operations Manager in Lisbon. Check it out!

Customer Operations Manager – Paynest

At Paynest, 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.

We’re looking for a Customer Operations Manager to take ownership of the entire client journey — from onboarding to
- term success. This role goes beyond execution: you’ll shape how we work with clients, design scalable processes, and act as the bridge between clients and our product team.

Your Impact

You’ll work at the heart of Paynest’s customer experience — ensuring we deliver not just support, but strategic value to each client. Many of our clients come from traditional backgrounds, and you’ll help them transition to a smarter, digital way of working.

This is a unique opportunity to lead and shape the Customer Operations function — with potential to build and grow the team as we scale.

Key Responsibilities

• Client Onboarding: Own and optimize the full onboarding process — guiding traditional SMB clients through digital adoption with care, patience, and clarity.
• Process Optimization: Analyze and improve how we work with clients. Design efficient, repeatable processes that balance human support with smart automation.
• Strategic Account Management: Maintain strong client relationships while identifying areas to improve their experience and increase platform usage.
• Product Feedback Loop: Act as the voice of the client internally — identifying recurring friction points and sharing insights with the product and tech teams.
• Client Troubleshooting: Manage operational issues (including the occasional challenging email), always aiming for quick, thoughtful resolutions.
• Cross-functional Collaboration: Work closely with Sales, Product, and Leadership to align on customer needs, priorities, and business goals.

Your Profile

• Strong analytical mindset — you enjoy digging into messy processes and making them smooth and scalable.
• Background in consulting, PMO, or
  - facing roles that required structure and strategy.
• Comfortable dealing with traditional clients, guiding them through change with empathy and persistence.
• Excellent communicator — you know how to manage tough conversations and still leave people feeling heard and supported.
• Structured,
  - driven, and eager to take ownership.
• Fluent in Portuguese and English.

Your Experience

• 3–5 years in customer operations, consulting, project management, or a similar
  - facing role.
• Familiarity with Saa
  S or fintech products is a strong plus.
• Experience leading or creating scalable client processes is highly valued.
• Exposure to expense management, accounting, or working with SMBs is a bonus.

Why Paynest?

This isn’t just a support role — it’s a chance to lead and build. 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 ownership and leadership, this is it.