Job Category: Customer Service
We're helping Paynest find a Customer Operations Manager in Lisbon!
About Paynest
Paynest is dedicated to empowering companies and their employees with innovative financial tools and education. Their platform enhances employer control over financial processes, enabling smarter decisions and healthier organizations.
The Role
Paynest is seeking a Customer Operations Manager to take ownership of the entire client journey — from onboarding to long-term success. This role goes beyond execution: you’ll shape how they work with clients, design scalable processes, and be the bridge between clients and their product team.
Your Impact
You’ll work at the heart of Paynest’s customer experience — ensuring they deliver not just support, but strategic value to each client. Many of their clients come from a traditional background, and you’ll help them transition to a smarter, digital way of working. This is a unique opportunity to lead and shape the Customer Operations function — with potential to build and grow the team as they scale.
Key Responsibilities
- Client Onboarding: Own and optimize the full onboarding process — guiding traditional SMB clients through digital adoption with care, patience, and clarity.
- Process Optimization: Analyze and improve how they work with clients. Design efficient, repeatable processes that balance human support with smart automation.
- Strategic Account Management: Maintain strong client relationships while identifying areas to improve their experience and increase usage of the platform.
- Product Feedback Loop: Act as the voice of the client internally — identifying recurring friction points and sharing insights with the product and tech teams.
- Client Troubleshooting: Manage operational issues (including the occasional “ugly email”), always aiming for quick, thoughtful resolution.
- Cross-functional Collaboration: Work closely with Sales, Product, and Leadership to align on customer needs, priorities, and business goals.
Your Profile
- Strong analytical mindset — you enjoy digging into messy processes and making them smooth and scalable.
- Background in consulting, PMO, or customer-facing roles that required structure and strategy.
- Comfortable dealing with traditional clients, guiding them through change with empathy and persistence.
- Excellent communicator — you know how to manage tough conversations and still leave people feeling heard and supported.
- Structured, self-driven, and eager to take ownership.
- Fluent in Portuguese and English.
Your Experience
- 3–5 years in customer operations, consulting, project management, or a similar client-facing role.
- Familiarity with SaaS or fintech products is a strong plus.
- Experience leading or creating scalable client processes is highly valued.
- Exposure to expense management, accounting, or working with SMBs is a bonus.
Why Paynest?
This isn’t just a support role — it’s a chance to lead and build. You’ll shape how Paynest serves its customers and lay the foundation for a future team. If you’ve been looking for a chance to step into ownership and leadership, this is it.