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Operations Lead

Zagreb, Croatia (Hybrid)

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We're hiring an Operations Lead to support our Head of Operations through a period of maternity leave. You'll work closely with our Head of Operations before her leave to fully ramp up, and during her absence you'll be the go-to person for operational execution across teams. Strategic decisions and major escalations will route to the CEO.
You'll inherit capable team members, established processes, and clear tooling ownership. What we need from you is ownership, steadiness, and the ability to keep two customer facing teams performing while the Head of Ops is away.

Start date: ASAP
Duration: max 12 months (Maternity Cover), with strong potential to convert to a permanent role.

What you'll be up to:

Customer Support - B2C and B2B (7 people)

Our support function is split into two sub-teams that share a common goal: fast, high-quality, direct customer communication backed by tooling and workflows. The B2C side (3 people) focuses on day-to-day trader communication, while the B2B side (4 people) handles communication with our prop firm and broker partners, onboards new leads, and resolves technical queries. 

  • Acting as the day-to-day manager of the combined Customer Support function.
  • Monitoring response times, and quality of communication across both B2C (trader-facing) and B2B (prop/broker-facing) channels.
  • Running weekly team meetings, 1:1s, and shift/coverage planning across both sub-teams.
  • Handling escalations that can't be resolved by the team, for both traders and B2B partners.
  • Owning the B2B onboarding pipeline: making sure new props and brokers are onboarded on time and to standard, and that technical queries during onboarding are resolved promptly.
  • Keeping SOPs, playbooks, and knowledge base content current across both sub-teams.
  • Partnering with Product, Engineering, and Sales on recurring issues, technical escalations, and handoffs.

Customer Success/Account Management (2 people)

Our Customer Success team owns the ongoing relationship with our B2B customers once they're live. 

  • Leading the Customer Success team as a direct manager, setting priorities, unblocking them, and holding them accountable to outcomes.
  • Owning the key CS metrics: retention, churn, expansion, customer health, and satisfaction.
  • Driving account health reviews, renewal planning, and QBRs with our most important B2B customers.
  • Partnering with Sales on expansion and upsell handoffs, and with Support on escalated accounts.
  • Identifying patterns across the customer base, feature gaps, recurring friction, at-risk accounts, and translate them into actions for Product, Support, and leadership.
  • Representing the voice of the B2B customer inside the company.

Tooling  

You won't be expected to be a full admin across every tool, but you should have hands-on experience with at least some of our stack so you can coordinate effectively, debug when things break, and escalate with context.

  • Overseeing the day-to-day use and health of our operational tooling across support teams.
  • Coordinating with the people responsible for each tool, our Sales/Marketing ops people, Finance, Compliance, and external vendors, to make sure changes land cleanly and don't disrupt Support, Sales, Marketing or CS.
  • Maintaining documentation on how the team uses each tool, so knowledge isn't lost.
  • Our stack includes:
    • HubSpot - our CRM, shared with Sales, Support, CS and Marketing
    • SumSub - KYB/compliance verification
    • DocuSign - contract management
    • Xero and Cryptochill - invoicing 
    • Additional internal tools
  • Acting as the escalation point providing clear context when needed.

What we expect from you:

  • 3–5 years of operations, customer operations, or customer success experience.
  • Direct people management experience - ideally having managed both a support/service function and a customer success/account management function (or a combined team).
  • Strong track record in customer-facing operations, covering B2C and/or B2B.
  • Strong written and spoken English, with the maturity to represent the company to B2B partners.
  • Highly organized and reliable; follows through and keeps things moving.
  • Comfortable with ambiguity and happy to ask questions rather than guess.

Nice to have:

  • Experience in fintech, trading, brokerage, or another regulated industry.
  • Prior HubSpot experience (workflows, properties, user permissions).
  • Hands-on experience with at least some of the tools in our stack (HubSpot, SumSub, DocuSign, Xero, Cryptochill, or close equivalents), with enough technical comfort to debug and escalate intelligently.
  • Experience leading a Customer Success function with accountability for retention and expansion metrics.
  • Experience covering for a more senior leader or stepping into an interim role.

The gross salary range for the Operations Lead position is between €4300 and €4800 monthly, depending on your experience.

What you can expect from us:

  • Autonomy: We believe in empowering our teams. You will have the freedom and responsibility to own your domain.
  • Growth: You'll be part of a dynamic, fast-growing company in an exciting industry, with a focus on continuous education and skill-building through mentorships with our senior team members.
  • A Great Team: You will work with a talented and passionate group of people who are dedicated to building an exceptional product. This team believes in the open-source ecosystem, not just as consumers, but as active contributors who give back to the projects we rely on.

Interested in learning more? Let's get to know each other better. Send us your CV. We can't wait to hear from you!

Operations Lead

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Operations Lead

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