Job Description
At arenaflex, we're revolutionizing the way people move across borders by building financial products that accelerate economic freedom. With a strong focus on customer happiness and retention, we're looking for an experienced leader to drive transformation in our Customer Operations function. As a key member of our team, you'll play a pivotal role in shaping the future of our customer-facing operations, leveraging cutting-edge technology, and fostering a culture of innovation and excellence. **About arenaflex** arenaflex is a pioneering fintech company that's changing the game for people who move across borders. We're not just building financial products; we're creating a movement that empowers individuals to take control of their financial lives. With a strong focus on customer-centricity, we're committed to delivering exceptional experiences that meet the evolving needs of our customers. **Our Culture** At arenaflex, we're proud of our culture, which is built on the principles of progress, collaboration, and ownership. We believe in empowering our team members to take risks, think creatively, and experiment relentlessly to meet our customers' needs. Our culture is all about autonomy, ownership, and clear direction, which enables us to work together seamlessly across functions to achieve our goals. **Why This Role Matters** As the Head of Customer Operations, you'll lead our Customer Happiness and Retention functions through a period of transformation, driving performance today while shaping a future-ready, AI-enabled operating model. This role is essential in evolving how we deliver exceptional customer outcomes and commercial impact across service, renewal, and cross-/upsell conversations. You'll be responsible for leading two core frontline teams within Customer Operations: Customer Happiness (CH) and Retention. Together, these teams represent the human face of arenaflex's brand and will be pivotal in adapting to a future-state model where AI handles the simple and humans elevate the complex. **Key Responsibilities** * Lead CH and Retention through consistent delivery, capability uplift, and performance management * Own renewal, CSAT, productivity, and upsell/cross-sell metrics * Be accountable for how CH and Retention adopt Marsha (Agentic AI), working with Product and Ops Transformation to embed AI-led workflows, re-skill teams, and reshape frontline roles * Work closely with QA, WFM, and Training to uplift consistency and team performance * Work closely with Enablement functions to ensure performance data, training, QA, and coaching processes actively support retention, CX, and commercial outcomes * Own the structural evolution of CH and Retention, delivering a recommendation for future-state design, including team structure, role archetypes, and capability requirements by early 2026 * Actively shape future career paths, coaching capability, and agent readiness * Champion the evolution of our frontline role archetypes and support the design of coaching and QA practices fit for an AI-enabled environment * Play a visible leadership role in the Customer Care and broader Customer Care SLT **Who We're Looking For** * Experience leading high-volume, customer-facing operations through complex change * Strong commercial and customer impact ownership: you've led improvements in retention, CX, and upsell * Track record of preparing teams for structural or tech-driven transformation (e.g., automation, AI) * Ability to lead mid-level managers and influence cross-functional peers * Calm, pragmatic presence with a collaborative, low-ego leadership style * Experience in B2C environments, ideally in customer service, retention, or subscription-based models * Excited by the challenge of building operational maturity in a fast-scaling team with evolving systems, data, and structure **Perks of the Job** * Flexi-office working – Spend at least 2 days a week with your team in our Budapest office. The rest is up to you! * Learning and development – Personal budgets for books and training courses to help you grow in your role. Plus 2 days a year – on us! – to further your skillset * Mental wellbeing support – Access therapy and mental health sessions through Oliva * Competitive bonus scheme – designed to reward and recognize high performance * SZÉP card – Budget to spend on meals, leisure, and accommodation * Sabbatical Leave – Get a 4-week fully paid sabbatical after being with us for 4 years * Work From Anywhere – 4 weeks work from anywhere to use, with no need to come to the office * Medicover Blue package – An exclusive pass to top-notch healthcare services * All You Can Move membership OR Monthly BKK pass – Unleashing your inner fitness guru or having a hassle-free commute – we've got you covered! **Our Process** We've streamlined our process into three stages: 1. Initial Call – 30 minutes with Sam from our Talent team 2. Cultural Fit Interview – 1 hour with our Customer Operations leadership team 3. Skills-Based Interview – 1 hour with our Director of Customer Care (Operations) Due to the volume of applications, we may not be able to provide individual feedback for every applicant. **Everyone Belongs at arenaflex** At arenaflex, we want to hire people from all walks of life with the passion and skills needed to help us achieve our company mission. To do that, we're committed to hiring without judgment, prejudice, or bias. We encourage everyone to apply for our open roles. Gender identity, race, ethnicity, sexual orientation, age, or background does not affect how we process job applications. We're working hard to build an inclusive culture that empowers our people to do their best work, have fun, and feel that they belong. **Recruitment Privacy Policy** We take privacy seriously here at arenaflex. Our Recruitment privacy notice explains how we process and handle your personal data. To find out more, please view it here . Apply for this job