Chief Operating Officer (COO) / Head of Operations
About the Company
Balans.pro is a fintech service that helps businesses build legal operations with self-employed individuals, individuals, and sole proprietors through automation and compliance processes. We are residents of Skolkovo.
- Monthly growth of about 20%. Over the past year, we have grown 8 times, and this year we aim for a 3-5 fold growth.
- Revenue is generated as a percentage of the volume of payments processed through the service — the business model is directly linked to the scale of the client base.
- The team includes specialists with 15 years of experience in international sales (USA, South Africa, Russia), who have previously built and sold fintech projects.
- The niche of self-employed individuals is expanding by approximately 50% annually, and our goal is to take a leading position in this market.
Today, the company has about 30 employees: CEO, Head of Marketing, Head of Sales, Head of Support, CTO with a development team, a Customer Success team, and 6 Sales Managers.
Why This Position is Open
The business is growing rapidly, and the processes that have evolved spontaneously are no longer coping with the current scale: tasks are falling through, results are unstable, and the system relies on constant manual control by the founders.
The next step is to build a manageable system that operates based on data, rather than requiring daily personal intervention from the founders.
Scope of Responsibility
The key goal for the next 6-9 months is to rebuild operational processes in three areas: Customer Success, Support, and Development — so that teams consistently achieve goals through transparent metrics.
Initially, three areas will be under your supervision: Customer Success (CSM), Support, and Development. After 6-9 months, the scope of responsibility will expand to include Marketing (there is already a Head of Marketing) and Sales (Head of Sales and 6 salespeople).
Main Functions:
- Establish a work cycle: planning → weekly sprints → execution control → deviation analysis.
- Develop the team: strengthen strong employees, replace those who are not coping.
- Select and implement product improvements based on actual client requests.
- Transition departments to measurable indicators and bring them to target values.
How We Will Evaluate Results
- Operational Management: Processes work without manual control, ≥90% of tasks are completed on time, with KPI control.
- Customer Success: ≥90% of new clients reach ≥20% of the stated volume · revenue growth from the existing base +100,000 ₽/month.
- Support Service: Response time ≤20 min · ≥90% of requests are resolved without follow-ups · ≥20 improvements per month · client rating ≥8.
- Development: ≥90% of sprint tasks are completed on time · critical tasks are completed without delays · zero client loss due to bugs.
Who We Are Looking For
- Experience in B2B / SaaS / fintech during a phase of active growth.
- Experience managing teams of 30+ people through department heads, not directly through individual contributors.
- Experience specifically in rebuilding operational processes, not just maintaining an already established system.
- Management style based on metrics and KPIs, not intuitive assessments.
- Readiness to make decisions about replacing employees if there are no results — without long waits for 'maybe they will improve'.
- Ability to independently identify problems in processes and bring solutions to implementation.
You are used to being responsible for the final result, not for the process execution.
This Is Probably Not Your Story If
- You are more comfortable being responsible for the process rather than the final outcome.
- The main part of your career (or your last job) was in a large enterprise with long approval chains.
- Your priority now is work-life balance, not professional ambitions.
- Rapid restructuring and changes in approaches are difficult for you.
What We Offer
- Fixed salary + KPI bonus + uncapped income upon achieving operational results.
- Remote format or office in Moscow — the majority of the team works remotely.
- Potential to grow to the position of CEO within 12-18 months. Direct interaction with the founders already exists.
- Minimal oversight. Most key decisions are made independently.
- A team whose collaboration will enhance your expertise and market value.
- A growing market and a product in a phase where it's realistic to achieve the #1 position.
