Customer Operations Manager at Tribe Payments

This is Tribe Tribe is a rapidly growing payments technology company on a mission to make the world of payments simple, secure and accessible. Tribe’s technology is built for today’s challenges and tomorrow’s opportunities.  At Tribe, we dream of a future where payments innovation supports the day-to-day experiences that end-users crave. We focus on creating solutions that press ‘fast-forward’ on the innovation lifecycle, without compromising quality, operational value, or stability. Join our ever-growing Tribe Payments team as an Customer Operations Manager in our products and help us change how this market perceives payments.  What You Would Do: • Own operational support for assigned customers, ensuring smooth daily operations and proactive issue resolution. • Act as the primary escalation point for customers when support cases require additional attention. • Report on key customer success and operational metrics, such as customer satisfaction, SLA compliance, and support trends. • Ensure seamless support for live operations, overseeing that customers receive high-quality, efficient issue resolution. • Organize and lead regular operational meetings with customers, ensuring alignment on open incidents, ongoing needs, and process improvements. • Work closely with internal teams (Technical Support, Product, Engineering, and CSMs) to advocate for customer needs and drive resolution of service-impacting issues. • Promote a structured support approach by ensuring customers follow official ticketing processes instead of relying on direct informal communication. • Monitor and mitigate risks related to customer operations, ensuring proactive measures to prevent service disruptions. • Maintain accurate customer records in internal systems, ensuring all insights and operational data are logged for transparency. You Have: • Previous experience in IT support, technical account management, or a similar role is mandatory. • Good troubleshooting and problem-solving skills, with a proactive and analytical mindset. • Strong communication skills, capable of managing customer relationships while balancing technical and business needs. • Ability to manage multiple priorities, work independently, and collaborate across teams. • Fluent English proficiency (written and spoken) is required. • Experience working with support ticketing systems (e.g., Jira, Zendesk) and reporting tools is a plus. • Knowledge of payments, fintech, or SaaS environments is beneficial but not mandatory. We Offer: • High-performing teams. At Tribe, we think outside the box, take ownership of what we do, aim high, and deliver uncompromising quality. You will be surrounded by a smart and high-performing team with a collaborative mindset. • Health & Wellness. A health insurance package from the first day that you will join our team. Enjoyable daily lunches & Pizza Fridays. Variety of healthy snacks, fresh fruits, and drinks in the office. • Level up. We constantly explore the possibilities within our industry and in the technology we build. To keep your minds curious we offer; Internal & External training; Tribe Learning library stocked with tech books; Learning & Development budget for conferences, training, podcasts, online courses, and professional certifications. • Work-life balance. To increase your productivity we are offering a hybrid work model - you are able to plan your work partly from the office or remotely from your home. You are able to combine your work & vacations, so be ready to plan workations. For 2 weeks per year, you can work from anywhere. Extra days off for your health, shorter summer days, and birthday days off. • Tribe Vibe & Culture. At Tribe, we foster a positive and fun working environment, which is called the “tribe vibe”. Even if we work hard, we do not forget to celebrate as well: be ready for legendary Summerfest and Winterfest parties, monthly events for the tribe community, and regular team-building activities. • Office & Environment. An open, creative, and fun working environment in the BLC2 business centre. To relax your mind and body - table foosball, table tennis, and a massage chair. If you mostly work from home - we offer you a home office budget to make your workplace comfortable. The salary range for this position is from € 2 640,49 monthly gross. The salary proposal depends on your competencies and seniority level.