At Bondora, our mission is simple: to make finance easy, transparent, and accessible for everyone. Founded in 2008, we’ve helped more than 700,000 customers across Europe borrow and invest effortlessly through our trusted digital products. As a rapidly growing financial technology company, we’re reaching new heights with a bold vision.

We’re set to acquire a banking license, unlocking a world of possibilities for our customers. This transition will allow us to expand our lending across more EU countries and broaden our product suite to deliver even more value. Join us on this journey and let’s build the future of finance together!

What is this role about? As Head of Customer Operations, you will own Bondora's Customer Operations ecosystem across all active European markets (EE, FI, NL, ES, LV, LT, DK). This is a senior leadership role that shapes how customer support, AML operations, quality assurance, and support automation work at scale — evolving the function from a reactive support team into a highly automated, insight-driven, and compliance-ready operating model.

Operating within a hub-and-spoke structure, you will define and govern the central operating model while enabling lightweight local market execution. You will be the functional leader and craft owner for Customer Support Managers across all markets, working in a matrix alongside Country Managers, and maintaining full accountability for QA governance and AML operational performance.

Responsibilities

will be: Own Customer Support performance and operating standards across all markets, ensuring consistency, efficiency, and scalability. Drive automation and self-service as the primary levers for growth without linear headcount increase. Own AML operational execution — workflow effectiveness, case handling, SLA adherence, backlog management, and audit readiness.

Lead the Quality Assurance framework — evaluation standards, coaching loops, quality trends, and compliance alignment. Build structured feedback loops into Product, Loan Servicing, Credit, Risk, and Collections Recovery Operations. Own the cost-to-serve model and drive sustainable efficiency gains across the function.

Act as the operational bridge between Customer, Country Leadership, Product Engineering, and Risk teams. What would ensure success in this role? Proven experience managing multi-market customer operations teams, ideally in a hub-and-spoke or centralised model.

Strong process engineering and operational scaling mindset with a track record of reducing cost-to-serve in digital environments. Hands-on experience with CRM and ticketing platforms, workflow automation, self-service design, and AI-supported operations. Strong data literacy — comfortable using performance metrics, automation rates, and operational KPIs to drive decisions.

Requirements

in regulated financial services environments. Ability to balance customer experience, operational efficiency, and compliance constraints simultaneously. Strong cross-functional stakeholder management — able to drive central standards across markets while influencing Product and Tech.

Clear communication, structured thinking, and a strong ownership mindset with a bias for simplification and execution. Bonus: experience in digital financial services or fintech, and familiarity with matrix operating models. What can you expect at Bondora?

Contribute to Bondora’s ambitious goal of reaching 1BN in revenue. Your skills and efforts will directly impact our growth trajectory and shape the future of our company. Our employees deserve the best.

Benefits

package (5 weeks of vacation, private healthcare

Compensation

) We provide an environment that encourages your personal and professional growth.