Customer Support & Operations Manager

About Defacto Defacto is a B2B FinTech, providing short term financing to traditionally underserved SMBs.

About the role We’re looking for a talented Customer Success and Operations Manager who will be responsible for ensuring that our customers get the most out of our product by maximising their usage and increasing their satisfaction and lifetime value.

You will be in charge of building and maintaining excellent end-to-end customer experience by providing support and issue resolution, advocating for product and process changes internally (VoC), and improving tooling.

As AI is a strategic bet in scaling our operations, this role will invest in continuous improvement of our auto-resolve capacities via AI assistants.

Examples of jobs to be done You'll work on a diverse range of initiatives to elevate our customer experience and operational efficiency. Your day-to-day will include:

• Managing our customer service operations by responding to support tickets, resolving customer issues, and ensuring timely and high-quality responses across all channels. Beyond direct customer interaction, you’ll work on:

• Optimising our AI-powered support systems to reduce manual intervention time.

• Ensuring our support infrastructure and processes are robust for our bank partnership as it goes live, managing the relationship with the bank's customer relations team while proving we can successfully deliver white label support on their behalf, refining support strategies based on customer feedback and evolving processes for new customer profiles in our Core offer.

• You'll also sustain the Amélie Programme by providing new tools and improving existing ones to help the team become more independent, keeping our knowledge hub regularly updated, and continuously enhancing our internal copilot.

• Additionally, you'll drive at least one product improvement project per quarter to reduce customer friction points and directly impact customer satisfaction metrics. What we'd love to see You're someone who combines operational excellence with strategic thinking and a genuine passion for customer success.

• You have proven experience in customer success, support operations, or account management, ideally within fintech or B2B SaaS environments.

• You're comfortable working with AI tools and have a strong interest in leveraging automation to scale support operations efficiently.

• Your analytical mindset allows you to identify patterns in customer feedback and translate them into actionable insights for product and process improvements.

• You communicate effectively in French and English, both written and verbal, and can adapt your style to different audiences from customers to internal stakeholders.

• You're collaborative by nature and skilled at managing relationships with both external partners and cross-functional teams.

• You have project management capabilities and can drive initiatives from conception through to implementation.

• Most importantly, you're proactive, resourceful, and genuinely motivated by helping customers succeed while continuously improving the systems and processes that support them.