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we are a leading fintech information provider, delivering digital solutions in labor law, taxation, finance, welfare, and pensions. We are looking for a strategic and hands-on Head of Operations to lead process optimization, improve efficiency, and oversee customer experience operations. Reporting directly to the CEO, you will manage cross-departmental workflows, monitor key performance indicators, and drive continuous improvement across the organization. The role includes indirect management of the Customer Support & Experience Manager
Key Responsibilities: Lead operational excellence initiatives across departments. Analyze and improve business workflows and KPIs. Support automation and digital transformation efforts. Ensure smooth collaboration between teams and alignment with company goals. Oversee high-level customer experience strategies and performance.

Justt helps many of the world’s largest and most recognizable brands turn chargebacks from a constant headache into a managed, predictable part of doing business. Our AI-driven platform powers chargeback operations at scale, automating disputes end to end, recovering revenue that would otherwise be lost, and removing a major operational burden from finance, risk, and operations teams across multiple regions and verticals. We’re a global company with teams across markets, and disciplines, working closely with leading players in the payments ecosystem. Our culture is built on clear thinking, collaboration, and a strong sense of ownership. At Justt, you’ll partner with product, engineering, data, success and go-to-market teams to build technology that sits at the core of modern payments, and has a direct, measurable impact on the bottom line for some of the biggest companies in the world. Key Responsibilities:
* Track and monitor account volume trends and performance metrics
* Use data-driven insights to anticipate and prevent potential churn.
* Assist support and onboarding teams in the post-go-live phase to ensure a smooth transition for low-touch accounts.
* Monitor early-stage account activity to ensure customers quickly realize value.
* Analyze data to understand natural growth trends and identify patterns that indicate customer readiness for expansion or upsell opportunities.
* Act as the escalation point when support needs more in-depth account analysis.
* Conduct ad-hoc portal training to help customers fully utilize the product’s capabilities.
* Provide regular reporting to internal stakeholders on customer health, churn risks, and growth potential.