Head of Customer Care & Operations

What is Finary?

At Finary, we are on a mission to create the money management experience we’ve always dreamt of. We are building a one-stop shop that empowers a new generation of investors to achieve their goals. Finary allows its users to track their assets, manage their budgets, invest their money, and learn more about finance. If you’re looking for an ambitious team that’s revolutionizing an old-fashioned industry, get in touch!

Mounir & Julien launched Finary in 2021. Since then, we have made great strides by reaching 500.000 users. We genuinely care about user experience, performance, and ease of use. We ship cutting-edge products with touches of delight. You'll join a winning team, learn insanely, earn life-changing money, and work with other A+ players.

Why now?

A new generation of investors is emerging: an ambitious, involved workforce. Money is no longer taboo and the pension system is under tremendous pressure. At Finary, we see a world where investing empowers everybody to live the life they’ve always dreamt of. Finary exists to revolutionize the personal money management experience.

To fuel this mission, we raised 15M€ and are backed by leading investors like Y Combinator and Speedinvest. We are also backed by world-class founders like Steve Anavi & Alexandre Prot (Qonto founders), Matthieu Rouif (Photoroom), and Eric Demuth (CEO of Bitpanda). We also smashed the European crowdfunding speed record by raising 2.2M€ from our community in less than 20 minutes.

There’s never been a more exciting time to join Finary!

What we offer

At Finary, the team is composed exclusively of A-players who want to be challenged and achieve more. We're relentlessly pushing forward to deliver the best products possible. Our culture is intense and isn’t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be. Read more about our values here.

You'll join a thrilling and motivating environment where you'll learn a lot and have a lot of freedom and responsibilities to express your talent.

Finary is a hybrid remote company. Our talented team is currently based in France and across Europe. Our office is located in the heart of Paris, and we organize on-site every 6 weeks.

At Finary, you’ll enjoy:

• Working with brilliant people in a motivating and fast-paced environment

• Having the opportunity to have a real impact in a sector that touches everyone's life: personal finance.

• Being empowered and trusted to bring and become the best version of yourself.

• Gathering at the office or in nice places every 6 weeks

• A competitive compensation package

What we care nothing about:

• Fancy degrees

• Free laundry, lattes, or other fancy perks

• Meal vouchers

You will report to our VP Operations.

What you’ll do

• Own the Customer Care experience at scale: lead, inspire, and support a growing team of Care specialists, ensuring high performance, exceptional team morale, and world-class customer satisfaction.

• Deliver operational excellence: define and track key KPIs (Customer Satisfaction, First-Time Resolution, and Ticket Response Time). Build the foundations of data-driven performance tracking.

• Scale with automation, not headcount: redesign workflows, integrate best-in-class tooling (chatbot, AI, knowledge base), and streamline processes to support a growing customer base while keeping the team lean.

• Be the voice of the customer: ensure customer feedback directly shapes our product roadmap. Work closely with Product, Engineering, and Compliance to embed Care needs in product development.

• Support international expansion: lead strategic initiatives (e.g. BPO set-up, local team hiring) to ensure multilingual, scalable support, all without compromising on quality.

• Ensure regulatory compliance: operate in a regulated financial environment with a strong understanding of compliant Care workflows and data protection.

You’d be a great fit if you

• Have 5+ years of experience in Customer Care or Customer Operations, with a proven track record in B2C environments (bonus if fintech or regulated industries).

• Have led and scaled Care teams handling inbound support (chat, call, tickets), delivering both operational impact and high team engagement.

• Are data-obsessed — you thrive on KPIs, dashboards, and continuous improvement.

• Collaborate naturally with cross-functional teams - Product, Tech, and Compliance are not silos for you.

• Are a builder: you love creating processes, implementing tools, and managing change.

• Bring strong project management skills, with a hands-on mindset and ability to lead transformation initiatives from A to Z.

• Are an outstanding communicator, able to synthesize feedback, align stakeholders, and drive clarity.

• Thrive in fast-paced environments and lead with ownership, initiative, and impact.

• Are Fluent in French

Bonus points if you

• Have set up or managed a BPO partnership (external customer support).

• Have experience in international scaling — working with global support teams or multi-language operations.

• Have improved customer satisfaction via tooling, automation, or operational redesign.

• Come from product-driven, tech-heavy scaleups (e.g., Revolut, Alan, Meero, Lydia, Uber, etc.).

• Are personally interested in investing, personal finance, or fintech.

How to apply?

Tell us why you want to join Finary. Share with us what excites you about our mission and how you will contribute. Make your first impression count.