Customer Operations Lead

Xpate; City of London; Hybrid; GBP 45,000 - 60,000; Full time

Job summary

A growing fintech company in London is seeking a Customer Operations Coordinator to streamline merchant onboarding and support. The ideal candidate will possess 3–5 years of customer operations experience, with a strong focus on improving operational processes. This role ensures alignment between Sales, Risk, and Tech teams, driving service excellence as merchants go live. The company offers a dynamic work environment with hybrid options and generous benefits.

Benefits

Flexible working hours

Private health insurance

Generous paid time off

Opportunity for growth and leadership

Qualifications

• 3–5 years in customer operations or support in fintech.
• Experience in regulated environments.
• Strong process maintenance and improvement skills.

Responsibilities

• Support creation of merchant lifecycle workflows.
• Execute and monitor SLAs and service quality.
• Coordinate operational issues and maintain consistency.

Skills

Customer service

Process execution

Cross-functional collaboration

AI understanding

CRM systems proficiency

Job description

We are xpate — a Riga-born fintech building smart payment and banking infrastructure to connect the fragmented payments industry.

Your role at xpate:

Mission

Drive and coordinate the day‑to‑day execution of xpate’s customer operations across onboarding, activation, and merchant ramp‑up. Your mission is to reduce time‑to‑activation, ensure smooth cross‑team collaboration, strengthen operational workflows, and support the delivery of predictable, high‑quality service to merchants in a regulated payments environment.

You will be the operational “glue” that keeps Sales, Onboarding, Risk, Tech, and Customer Success aligned — ensuring merchants go live faster, issues are resolved promptly, and operational processes continue improving over time.

What You Will Own

Operational Coordination & Process Execution

• Support creation and improvement of merchant lifecycle workflows (post‑DD → activation → ramp‑up).
• Execute and monitor SLAs (time‑to‑activation, time‑to‑first‑volume, response times).
• Maintain playbooks and process documentation for activation and early merchant support.
• Coordinate L1 operational issue handling across Customer Success, ensuring consistency and clear escalation paths.

Cross‑Functional Alignment

• Act as the day‑to‑day operational point of contact between Sales, Onboarding, CS, Risk, and Tech.
• Ensure clear ownership for each activation task and prevent blockers from piling up.
• Prepare and participate in merchant activation syncs, providing visibility into status, blockers, and next steps.

Merchant Activation, Service Quality & Early Growth Support

• Track merchants from contract → onboarding → go‑live → early volume.
• Monitor activation and ramp‑up metrics, flagging risks early.
• Build and maintain high‑class, boutique‑level B2B service standards, ensuring merchants experience premium, proactive, and structured support.
• Partner with Customer Success to establish service rituals (cadences, check‑ins, expectation‑setting).
• Elevate xpate’s service culture, ensuring consistency, clarity, and excellence during activation and early go‑live stages.

AI‑Enabled Efficiency & Operational Innovation

• Act as xpate’s AI enabler in operations, helping the organisation adopt AI tools for efficiency and quality.
• Identify practical automation use cases that enhance service delivery, reduce manual work, and enable scalable operational excellence.
• Partner with teams to drive AI literacy and ensure seamless adoption of AI‑enabled workflows.

Your Mindset

• You enjoy structure, clarity, and very good service.
• You’re not afraid to coordinate multiple teams and follow up relentlessly.
• You like improving processes, not just running them.
• You bring calmness and organisation to fast‑moving environments.
• You see gaps and close them — quickly.

We’re ready to meet you, if…

• 3–5 years in customer operations, customer service, merchant support in fintech, PSPs, PayFacs, SaaS, or banking.
• Strong process executor — able to follow, maintain, and gradually improve flows.
• Experience working cross‑functionally with Risk, Tech, and CS teams.
• Comfortable with regulated environments and documentation‑heavy workflows.
• Confident with CRM systems, operational tools, and structured reporting.
• Familiarity with card acquiring the merchant lifecycle is highly valued.
• Very strong understanding of AI and automation tools (low/no‑code).

What working at xpate looks like:

• A dynamic, ambitious environment where compliance is seen as an enabler of growth, not a blocker.
• Enjoy flexible working hours, hybrid work options, private health insurance and generous paid time off giving you the balance you need to perform at your best.
• Apple hardware and modern work tools to support your workflow.
• Extra personal time off for rest and recharge: 12 additional days per year, plus your birthday off.
• Private health insurance and wellness benefits.
• Opportunities to grow, lead, and shape xpate's future‑proof compliance ecosystem.

Why This Role Matters

• Merchants go live faster.
• Sales, onboarding, and CS stay aligned.
• Risk & Tech receive clean, actionable information.
• Xpate grows revenue with strong operational control.

Why join xpate?

We’re building the financial backbone of the future — where payments move freely and businesses grow without barriers. If you want real impact, freedom to innovate, and work that drives change, xpate is the place for you.

About Us

xpate’s story
xpate is an all‑in‑one money management platform built for businesses, fintechs, and regulated industries. Born in Riga and now spreading around the globe, xpate helps digital businesses pay, get paid, and keep money flowing seamlessly and securely across borders, industries, and technologies.