Position Overview

A fintech company operating in Estonia is seeking a proactive Fintech Customer Experience Specialist to improve customer satisfaction across its digital financial services. The role extends beyond resolving individual enquiries: it involves identifying recurring customer difficulties, analysing service feedback, and working with internal teams to make customer interactions more efficient and consistent.

The successful candidate will support customers throughout their service journey, from initial onboarding and product usage to payment enquiries and ongoing account assistance. This position is suited to someone with strong communication skills, sound judgement, and an interest in improving how customers interact with financial technology products.

Key Responsibilities

• Manage customer enquiries and service cases involving digital accounts, payment processes, platform usability, and general product support.

• Investigate customer complaints, identify contributing factors, and coordinate appropriate resolutions.

• Review customer feedback, support case trends, and recurring service problems to identify opportunities for improvement.

• Work with product, operations, and technical teams to communicate customer pain points and recommend practical solutions.

• Support customer onboarding by explaining approved procedures and helping users understand available platform features.

• Monitor service quality indicators, including customer satisfaction, first-contact resolution, response times, and case resolution rates.

• Maintain accurate case records and ensure that follow-up actions are completed within agreed service standards.

• Prepare summaries of recurring customer concerns and recommendations for improving service delivery.

• Contribute to the development of customer help articles, product guides, and self-service support resources.

• Identify potentially sensitive account, payment, or security issues and escalate them through established channels.

• Ensure customer communications comply with internal policies, confidentiality requirements, and applicable data protection rules.

• Collaborate with colleagues to maintain a consistent, accessible, and professional customer experience across support channels.

Qualifications and Experience

• Diploma or degree in Business Administration, Communications, Customer Experience, Finance, or a related field.

• Experience in customer service, customer success, banking support, or digital service operations is preferred.

• Strong analytical and problem-solving abilities.

• Excellent written communication, active listening, and customer relationship skills.

• Ability to handle complaints professionally and coordinate solutions across different teams.

• Familiarity with CRM systems, customer support platforms, and service performance reporting.

• Understanding of digital banking, electronic payments, or financial applications is an advantage.

• Ability to interpret customer feedback and turn recurring issues into actionable recommendations.

• English proficiency suitable for professional customer communication; Estonian or additional languages are beneficial where required.

Ideal Candidate

The preferred candidate is empathetic, analytical, and committed to improving service quality. They should be able to balance individual customer needs with established procedures, recognise patterns in customer complaints, and communicate improvement opportunities clearly to colleagues.

Why This Opportunity?

This position offers the chance to influence both day-to-day customer satisfaction and the longer-term quality of digital financial services. The successful applicant will gain experience in customer experience management, service analytics, product feedback, and cross-functional problem-solving within Estonia’s fintech sector.

Are you interested in this position?

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

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