{"id":2273939,"url":"https://alion.io/job/shine-senior-customer-operations-manager-2","title":"Senior Customer Operations Manager","company":{"id":59744,"name":"Shine","domain":"shine.co","url":"https://alion.io/company/shine-co","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Management","role_family":"Management","seniority":"senior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"inferred_city","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":["Copenhagen, Denmark"],"countries":["DK"],"hiring_countries":["DK"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":74000,"max_usd":166000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":5925},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Claude","optional":false},{"name":"Copilot","optional":false},{"name":"ETL/ELT","optional":true},{"name":"Intercom","optional":true},{"name":"n8n","optional":true},{"name":"ServiceNow","optional":true},{"name":"Snowflake","optional":true},{"name":"Zapier","optional":true}],"status":"live","first_seen_at":"2026-10-07T07:56:26Z","employer_posted_date":null,"last_verified_at":"2026-10-07T07:56:26Z","board_verified":false,"closed_at":null,"days_open":16,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":16},"description":"Shine is the financial copilot for entrepreneurs and small business owners. \nFounded by serial entrepreneurs Rico Andersen and Martin Hegelund, Shine is a leading European fintech unicorn on a mission to restore the joy of running a business, by ending wasted time on financial admin. Shine offers a connected solution for invoicing, accounting, payroll, business accounts, payments, and financing, meaning business owners can focus their energy on growing a healthy business, not held back by manual admin. \nPart of something bigger \nToday we're part of Cegid, a European leader in cloud software for finance and accounting. Together we're building Europe's leading financial copilot for small businesses and their accountants. Shine already supports more than 400,000 small businesses. As part of Cegid, we now reach over one million small businesses and 15,000 accountants across Europe. We're a multicultural team working from France, Germany, Denmark and the Netherlands, contributing to a wider European network that spans Spain, Portugal and Belgium. \nYour hiring experience matters \nJust as we respect our customers' time, we respect yours. Your experience with Shine and Cegid should feel simple, transparent and genuinely supportive. If this sounds like somewhere you want to grow, we'd love to hear from you.\n\nThe Global Service Operations team at ShineThe Operations team builds the backbone of our global Support organization. We design and optimize processes, tools, and automations that make customer service scalable, efficient, and data‑driven. Our work connects people, systems, and insights enabling smooth experiences for customers and seamless workflows for teams. By combining analytics, process design, and innovation, we turn operational complexity into clarity and measurable impact.\n\nYour role as a Senior Customer Operations ManagerWe are now looking for a Senior Customer Operations Manager to shape how our end-to-end customer service stack and processes will work for years to come. This is a hands on, individual contributor role for a builder: you will design and configure systems yourself. If you love untangling a messy tool landscape, turning friction into clean workflows and putting AI to work in real operations, you will feel at home here.\n📍Job located in Paris, Amsterdam, Berlin, or Copenhagen, with possibility of two remote working days per week.\n\nWhat you will doBuild our customer service tech stack\nDesign and build the customer service ecosystem that will power our future operations.\n\nSelect, implement and connect the right tools, simplify the landscape, and retire legacy systems.\n\nOwn the health of the stack: keep configurations, usage, costs, integrations, access, and workflows reliable, in order and up to date.\n\nDesign and improve operations\nImprove customer service processes from end to end, from the first customer need through to resolution and follow up.\n\nIdentify the root causes of operational friction, balancing customer outcomes, team experience, quality and efficiency.\n\nLead operational projects from discovery and business case through to implementation, adoption and impact review.\n\nMake operations measurable\nDefine the operational metrics that matter and build reporting that helps teams understand performance, customer needs and where to improve.\n\nScale through automation and AI\nSet the standard for how our customer facing teams use AI.\n\nSpot opportunities and implement solutions to speed up or automate work, from simple workflows to AI agents.\n\nWhat you will bringAround 5 or more years in Customer or Support Operations, Revenue Operations or a CRM focused role, ideally in a fast growing SaaS or fintech company. Sales or Marketing Operations backgrounds are welcome too.\n\nHands on experience building or deeply configuring customer systems and operational tools, not just using them.\n\nExperience designing support processes and leading tool migrations.\n\nA track record of leading projects across teams and delivering improvements that were adopted and made a measurable difference.\n\nStrong technical understanding of systems and automation, and the ability to build solutions from scratch.\n\nA structured yet pragmatic approach: you turn ambiguous problems into clear plans and then deliver them.\n\nClear communication with both frontline teams and senior stakeholders, translating operational needs into technical solutions.\n\nConfident, everyday use of AI tools such as Claude, with experience building AI agents or automations.\n\nFluent English.\n\nNice to have\nExperience with tools such as Intercom, ServiceNow, Aircall or Genesys.\n\nExperience owning integrations and data across a modern stack, for example Snowflake, Segment, reverse ETL, n8n or Zapier.\n\nExperience working across several brands or markets.\n\nWhy you'll love itReal ownership: you will shape our customer service stack and operating model, with the mandate to build rather than maintain.\n\nVisible impact: your work directly improves the experience of our customers and the day to day of our Support teams.\n\nA team that is genuinely curious about AI and gives you room to experiment and ship.\n\nEqual Opportunity EmployerWe follow the principle of equal treatment to consider all job applicants and do not discriminate based on their gender, sexual orientation, colour, racial or ethnic origin, religion, disability, etc. as per applicable law.\n\nOur recruitment process1️⃣ Initial call (30 min) with a Recruiting Partner\n2️⃣ Interview with hiring manager (45-60 min)\n3️⃣ Case study interview + personality and logic assessment 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