SVP, Customer Operations

Company Description

Who we are...

At Trustonic, we make smartphones affordable for the many, enabling global access to devices and digital finance through the world’s most secure smartphone locking technology. We partner with mobile carriers, retailers, and financiers across 30+ countries, powering device financing solutions that drive economic inclusion, profitability, and growth.

We pride ourselves on living by the Trustonic culture code, a blueprint for our journey that recognises that great working environments don’t guarantee success, but bad ones almost always ensure failure.

Working here, you’ll find a company that celebrates its diversity and is looking to do the right thing: for each other, the community and the planet. We believe in equal opportunities and take to heart the old African proverb ’If you only want to go fast, go alone. If you want to go far, go together’.

We work flexibly when and where we’re at our best, but regardless of how you choose to work, we’ll make sure you feel like one of the team.

Click here if you would like to find out more about Trustonic's culture code.

If you would like to work in a fast-moving global technology company, with great ambition, then we’d love to hear from you!

Job Description

A bit about the role and what you’ll deliver...

Trustonic’s SaaS platform helps businesses across the globe make smartphones affordable for the many, enabling global access to devices and digital finance through the world’s most secure smartphone locking technology. As we grow, we’re looking for an SVP, Customer Operations to join our Executive Team and lead the technical side of every customer relationship, from the first conversation to long-term partnership.

You’ll report to our CEO and sit alongside our CRO, COO and SVP, Product and SVP, Engineering as a peer. You’ll lead two experienced VPs, who in turn lead our Sales Engineering, Implementation, Technical Account Management and Technical Support teams.

In this role you will:

• Shape company strategy and decisions as a member of the Executive Team.
• Champion a joined-up customer experience, with technical and commercial teams working hand in glove.
• Sponsor a Technical Account Management model that deepens relationships and opens up new opportunities with customers.
• Set the direction for fast, high-quality onboarding and support that customers can rely on.
• Develop your leaders and grow teams in new regions as we expand.

Who you are...

• A collaborative, people-first leader who builds trust across commercial and technical teams.
• Someone who cares deeply about customers and turns their needs into great experiences.
• Calm and clear when things are ambiguous or moving quickly.
• Comfortable as a peer at Executive Team level, contributing to the whole business and not only your own area.
• Someone who naturally spots what matters and brings it forward.
• A clear, warm communicator with colleagues and senior customers alike.

What makes you, you...

We’re interested in what you’ve achieved, not in ticking boxes. You’re likely to have:

• Senior leadership experience in customer operations, technical support, delivery or customer success, ideally in B2B SaaS.
• Experience growing teams through periods of change, including across regions and time zones.
• Experience working with commercial teams to grow customer relationships and revenue.
• Curiosity about complex technical solutions, and the confidence to shape them.
• A structured, measured approach to setting goals and tracking progress.
• An understanding of SaaS customer models and growth measures such as net revenue retention.
• Experience with partner or OEM relationships would be a bonus.

Qualifications

• A degree in business or a technical subject, or equivalent experience gained through your career.
• An MBA is welcome but not required. Your experience matters more than your qualifications.

Additional Information

What we can provide you in return for your investment...

Competitive compensation

• A base salary that reflects your expertise and impact.
• Bonus scheme to share in our success.

Financial security & wellbeing

• Group Benefits Plan for you and your family

Flexibility & work-life balance

• Remote working arrangements to support your lifestyle.
• An open holiday policy with no upper limit—take the time you need, when you need it.
• Support for volunteering and causes that matter to you.

Growth & development

• Opportunities for professional development and career progression.
• Exposure and interaction with global teams. International travel will be expected in this role.

Inclusive, supportive culture

• A commitment to diversity, equity, and inclusion.
• A collaborative environment where your voice is valued and your wellbeing is prioritised.

Impact & purpose

• The chance to work on technology that drives global economic inclusion and makes a real difference in people’s lives.

#LI-Remote

Trustonic is an equal opportunity employer.  We do not discriminate on any grounds. We empower, engage, enable and value differences between people, including; different races, ethnicities, genders, ages, religions, disabilities and sexual orientations, with differences in education, backgrounds, skill sets, experiences and knowledge.