The Opportunity

A technology-focused financial services environment in Estonia is seeking a Fintech Customer Experience Specialist to support customers throughout their digital financial journey.

The role goes beyond conventional customer service. You will analyse customer issues, resolve complex account and payment cases, identify recurring service problems, and collaborate with internal teams to improve the overall customer experience.

Responsibilities

• Provide professional support through digital customer-service channels.
• Handle enquiries involving accounts, payments, transfers, verification, cards, wallets, and other fintech services.
• Investigate customer-reported transaction and account issues.
• Review account information and relevant transaction details when resolving cases.
• Escalate technical, compliance, fraud, or payment-related cases through established procedures.
• Maintain accurate case notes and customer-service documentation.
• Identify recurring customer issues and communicate trends to relevant internal teams.
• Work with product and technology teams to help resolve system-related problems.
• Assist customers with digital onboarding and account-verification processes.
• Support service-quality monitoring and continuous improvement initiatives.
• Contribute to customer knowledge bases, FAQs, and internal support documentation.
• Handle sensitive customer and financial information according to established security and privacy procedures.

Requirements

• 2+ years of experience in fintech, banking, payments, digital financial services, or technology-based customer support.
• Strong understanding of digital financial products.
• Excellent written and verbal communication.
• Strong problem-solving and investigative skills.
• Ability to explain technical or financial issues clearly to customers.
• Comfortable working with CRM systems, ticketing platforms, digital banking interfaces, and internal support tools.
• Strong attention to detail and case-management discipline.
• Professional proficiency in English.
• Additional European-language capability is an advantage.

Ideal Candidate

You are customer-focused without losing sight of operational accuracy. You can investigate complex issues, communicate clearly, collaborate across departments, and turn individual customer problems into opportunities for broader service improvement.

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

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