Head of Customer Operation

Hi there! 👋

🐼 About us

WeWard is the app that rewards you for walking and turns everyday steps into real-life rewards, connections, and positive impact.

Our mission is to help people move more, feel better, and make movement meaningful.

Today, we are trusted by 25M+ users worldwide, with a fast-growing, international team and offices in Paris and New York.

Our ambition is to build the world's leading movement-and-rewards platform, scaling globally while using technology, data, and smart incentives to drive lasting behavior change and wellbeing at scale.

🎯 About the role

We're hiring our first Head of Customer Operations — a senior, hands-on operator who will own the entire relationship between Weward and its 25M+ users, from the first support ticket to the bank transfer that lands on a user's account.

This is not a Head of Support rebranded. It's a broader, more ambitious role with three operational verticals, a strong AI-first mandate, and a seat at the table on every conversation about user trust, retention, and brand perception.

You will report directly to Tanguy, co-founder of Weward. You won't sit permanently on the executive committee, but you will be invited regularly to share insights, defend trade-offs, and influence company-level decisions on retention, fraud, and user experience.

The job, in one sentence: make Customer Operations a competitive moat for Weward, by combining engineering rigor, AI leverage, and a deep obsession for the user.

🧩 Your 3 verticals

1. Customer Support — team in place, to scale

You inherit a strong operational team (Thibaud, José, Estelle, Veronica, plus ~10 outsourced agents) and a mature Zendesk setup. Your job is to push it to the next level: aggressive AI-driven ticket qualification, deflection, and resolution; SLA discipline across all channels (email, in-app, social, stores); and a clear separation between what humans should still own and what AI now does better.

2. Customer Experience — team to build from scratch

We're convinced that contact with our users should not be a separate "support" silo, but a native part of the reward experience itself. A user who reaches out is a user who's engaged — their interaction with us should reinforce their relationship with the app, not interrupt it.

You will build this squad from zero: voice of the user (NPS, CSAT, store ratings, qualitative signals), localization of external resources (FAQ, emails, web), in-app chat strategy, conversational AI roadmap, and structured feedback loops to Product, Growth, and Data. This is the most greenfield part of the role — and the part where your engineering and AI mindset will matter most.

3. Wards & Anti-fraud Operations — high-stakes, cross-functional

The Wards are our currency. Cashouts (bank transfers, gift cards, big gifts, lotery), Wardeals availability across markets, validation workflows, and anti-fraud processes all sit under your ownership. You'll work hand-in-hand with the Tech, Data, and Fraud teams to keep flows fast for legitimate users and tight against abuse — knowing that every euro of fraud avoided and every payment that lands on time is a retention lever.

⚙️ Your responsibilities

Own the strategy across the 3 verticals

Define a coherent, multi-year roadmap that covers Support, CX, and Wards/Fraud — with clear KPIs, prioritization, and accountability. Defend it at leadership level, and adjust it quarter by quarter.

Make Customer Operations data-native

This role is deeply data-driven. You will own a small set of KPIs that the whole company looks at, and you will instrument the rest. The headline metric we want you to crack: post-contact retention — does a user who interacts with us stay engaged, re-engage, and convert better than a comparable user who didn't? You'll also own NPS, CSAT, store ratings, ticket automation rate, cost per contact (all-in: human + tools + AI + Wards compensation), and fraud loss rate. You're comfortable opening a BigQuery console, reading an Amplitude funnel, and challenging a Looker dashboard.

Embed contact and CX inside the global reward experience

We don't want Customer Operations to be a side function — we want it to be one more loop in the reward engine. You'll work with Product and Data to design experiences where reaching out, getting help, being compensated, or being heard are part of what makes Weward feel rewarding. This means designing flows, not just running them.

Lead an aggressive AI-first agenda

Every process under your ownership is a candidate for AI. Ticket triage, response generation, fraud signal detection, proactive outreach, localization, internal QA — you'll prototype, measure, and ship. You're expected to know what an AI agent stack looks like in 2026, to read papers, to test tools yourself, and to push our internal builders accordingly. POCs are not the goal; production deployments at scale are.

Be the structured voice of the user inside the company

You will be invited to ExCom whenever user perception, retention, or brand reputation is on the table. You'll bring data, qualitative insights, and clear recommendations — not just a temperature reading.

Manage and grow a hybrid global team

You inherit the Support team, you build the CX squad, and you coordinate Wards/Fraud operations across functions. Recruit complementary profiles, set high bars, give fast feedback, delegate quickly. You scale a team that knows when to use a human and when to use an agent.

Own the P&L of Customer Operations

Tools, vendors, outsourcing, internal headcount, AI spend, and Wards distributed as a support lever — all sit in your budget. You'll arbitrate between human time, automation, and direct compensation, always optimizing for retention at the lowest sustainable cost.