About the Company

We are a growing financial technology organization committed to providing reliable digital financial solutions and a high-quality customer experience. Our services help individuals and businesses manage their financial activities efficiently through secure, accessible, and technology-driven products.

We are seeking a customer-focused Customer Support Specialist – Fintech & Client Services to join our team in Tallinn, Estonia. The successful candidate will support customers throughout their journey, resolve service-related issues, explain product features, and ensure that enquiries are handled accurately, professionally, and within established service standards.

Role Overview

As a Customer Support Specialist, you will serve as a primary point of contact for customers seeking assistance with our products, account access, transactions, and general service enquiries. You will investigate reported issues, coordinate with relevant internal teams, and maintain clear records of customer interactions.

This role is suited to a patient, organized, and solutions-oriented professional who enjoys helping customers, communicating clearly, and working in a fast-paced digital financial services environment.

Key Responsibilities

• Respond to customer enquiries through email, live chat, telephone, and other approved communication channels.
• Provide clear and accurate information about products, account functionality, transaction processes, and service procedures.
• Assist customers with account access, profile updates, navigation, and routine service requests.
• Investigate transaction-related enquiries, payment delays, account discrepancies, and technical issues within the scope of the support function.
• Escalate complex, sensitive, or unresolved cases to the appropriate operations, technical, compliance, or specialist teams.
• Maintain accurate customer interaction records, case notes, and resolution details within the customer support system.
• Monitor open support tickets and follow up to ensure cases are resolved within agreed service-level agreements (SLAs).
• Identify recurring customer issues and communicate trends to the relevant teams to support service improvements.
• Assist customers with product guidance and basic troubleshooting using approved support documentation.
• Handle customer information confidentially and follow internal data protection, security, and verification procedures.
• Support customer feedback collection and contribute to customer satisfaction initiatives.
• Help maintain and improve FAQs, knowledge-based articles, and standard support responses.
• Meet established performance targets relating to response times, resolution quality, customer satisfaction, and case management.
• Work collaboratively with customer success, product, and operations teams to improve the overall customer experience.

Requirements and Qualifications

• Bachelor’s degree in business administration, Communications, Finance, Information Technology, or a related field is an advantage; equivalent practical experience is also welcome.
• At least 1 year of experience in customer support, customer service, helpdesk operations, or a similar client-facing role.
• Excellent written and verbal communication skills, with a professional and customer-oriented approach.
• Strong problem-solving skills and the ability to explain technical or financial processes in simple terms.
• Familiarity with customer relationship management (CRM) systems, ticketing platforms, or helpdesk tools.
• Basic understanding of digital financial services, online accounts, payment processes, or fintech products is an advantage.
• Ability to manage multiple customer requests while maintaining accuracy and professionalism.
• Good organizational skills, attention to detail, and a commitment to timely case resolution.
• Understanding of customer confidentiality, information security, and data protection principles.
• Professional working proficiency in English; Estonian language skills are an advantage.
• Eligibility to work in Estonia.

What We Offer

• Competitive salary based on skills and experience.
• Hybrid working options, depending on team and operational requirements.
• Structured onboarding and training on company products, support systems, and service procedures.
• Opportunities to develop expertise in fintech customer service and digital financial operations.
• A collaborative team environment with supportive management.
• Professional development and opportunities to progress into senior support, customer success, or operations roles.
• A workplace that values customer satisfaction, teamwork, continuous learning, and accountability.

Application Process

Interested candidates should submit an updated CV and a short cover letter describing their customer service experience, communication skills, and approach to resolving customer issues.

Please highlight any experience with support ticketing systems, digital products, payment enquiries, or customer satisfaction initiatives.

Join our Tallinn team and help customers get the most from reliable digital financial services through responsive, professional, and effective support.

Are you interested in this position?

Apply by clicking on the “Apply Now” Button below!

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