Operations Team Manager

Imagine the frustration of a customer finding a business closed, despite online information stating otherwise. At PinMeTo, we’re solving that very problem. We provide a powerful SaaS platform that empowers multi-location businesses to be accurately found and verified across major online platforms.

If you're an experienced team lead ready to take the full leap into people management, process ownership, and long-term scaling, we want to hear from you! Join us as Customer Operations Manager and play a key role in developing our team, optimizing our operations, and driving real value for our customers.

About the role

As Customer Operations Manager, you will lead and develop the Customer Operations team, owning its goals, processes, and people. Beyond keeping daily operations running smoothly, this role is about building a stronger organisation for tomorrow: growing team members, sharpening workflows, and ensuring Customer Operations scales frictionlessly as PinMeTo grows.

Reporting directly to the Head of Customer Success, this role balances people management (approx. 70%) with high-leverage, hands-on operations (approx. 30%). Rather than working in the daily operational queue, your hands-on focus will be on complex investigations, high-stakes customer meetings alongside CSMs, and driving cross-team improvements with Product and CS.

Key Responsibilities

People & Functional Leadership (≈70%)

• Act as direct manager for the Customer Operations team, taking full ownership of hiring, salary reviews, performance evaluations, and career growth paths.

• Coach, mentor, and empower team members through regular 1:1s, continuous feedback, and individual development plans.

• Set team goals, KPIs, and operational policies while defining best practices together with the team.

• Lead quality assurance across all operational processes to ensure accuracy and consistency.

• Serve as the main spokesperson for Customer Operations across internal departments (Sales, CS, Product, Finance) as part of the CS Management team.

Building for Tomorrow & Scaling

• Build team capabilities to seamlessly handle growing volumes and increasing technical complexity as the business scales.

• Identify and develop future leaders within the team, establishing clear succession planning for key roles.

• Continuously evolve operational methodologies, tooling, and workflows to eliminate friction and increase team efficiency.

Strategic Hands-On Operations (≈30%)

• Handle complex issues, deep investigations, and advanced platform/network troubleshooting that require senior context.

• Support CSMs in strategic customer meetings where deep technical expertise is needed.

• Stay close to daily operations to spot patterns, optimize tool usage, coach on real cases, and maintain high credibility with the team.

Your profile

• Solid experience in an informal or formal leadership role (such as Team Lead, Coordinator, or Senior Specialist) within Customer Operations, Technical Support, or Customer Success in a SaaS environment.

• Proven track record of guiding, mentoring, and organizing a team’s daily work, with the drive and readiness to step into full people management responsibility (salary reviews, recruitment, career planning).

• Strong technical aptitude and analytical skills. You love digging into complex operational issues, finding root causes, and creating scalable solutions.

• Excellent cross-functional communication skills, with the ability to bridge operations with Product, Sales, and CS teams.

• A structured, proactive mindset with a focus on process optimization, efficiency, and long-term strategy.

• Fluency in English (written and spoken) is required.

Nice to have:

• Prior experience with PinMeTo's platform, data networks, or local digital marketing ecosystems.

• Experience in scaling operational processes or introducing new tools to boost team productivity.

What we offer

At PinMeTo, you’ll experience a Swedish business culture characterized by a flat hierarchy, open communication, and high trust. We value initiative, leadership growth, and celebrating shared wins together.

You will join an international, welcoming team that values diversity and personal development. Beyond offering a dynamic environment where your leadership directly shapes our operational success, we offer competitive benefits, flexibility, and a strong focus on work-life balance and long-term well-being.

Do you want to lead a high-performing operations team in a growing SaaS company? Then we’d love to get to know you!