Customer Operations Manager - Remote

Bleap is building a new kind of financial account at the intersection of traditional finance and digital assets. We are a MiCA-authorised fintech supervised by Latvijas Banka, offering customers a simple way to manage, move and use their money.

We are a small, fast-moving team focused on turning complex financial infrastructure into simple and intuitive products. As we grow across Europe, we are looking for people who take ownership, solve problems and want to help build the systems behind a world-class customer experience.

We are looking for a Customer Operations Manager to support our customers and help improve the tools and processes used by our Operations team.

This is not a traditional support role. You will investigate customer issues, work closely with Product and Engineering, use data to identify recurring problems and help automate manual workflows.

As the company grows, this role has the potential to develop into a leadership position responsible for building and managing teams across Onboarding, Customer Support, Fincrime and Transaction monitoring.

• Work with Product and Engineering to identify and fix root causes of customer issues, and help design improvements to onboarding, verification and core product flows
• Support customers across onboarding, verification and product issues
• Perform identity and due diligence checks across the customer lifecycle
• Support enhanced reviews for higher-risk customers
• Support monitoring processes, including testing and improving rules
• Improve support/compliance processes, documentation and workflows
• Use data to identify trends, bottlenecks and inefficiencies
• Help improve operational controls and ways of working
• Contribute to how the operations function evolves and scales

• 1–3+ years of experience in Customer Operations, KYC/CDD, FinCrime, Transaction Monitoring or a related operational role, ideally within a regulated financial institution, fintech or crypto company
• Hands-on experience reviewing KYC/CDD cases or transaction monitoring alerts
• Strong analytical, investigative and problem-solving skills
• Good technical aptitude and confidence working with internal tools and data
• Basic SQL knowledge, or a strong willingness and ability to learn
• Excellent written and verbal English
• Strong attention to detail and sound judgement
• A proactive, ownership-driven approach
• A bachelor's degree
• The ambition to help build and eventually lead a growing operational team

• Experience working with transaction monitoring systems
• Knowledge of APIs, system integrations or technical troubleshooting
• Previous experience working closely with Product or Engineering teams
• Experience in fintech, banking, payments or crypto