A growing technology-driven financial services environment in Estonia is seeking a Fintech Customer Operations Manager to lead high-quality customer operations across digital financial products.

This role combines operational leadership, customer experience, process improvement, and technology. You will be responsible for ensuring that customers receive fast, accurate, and consistent support while operational processes remain scalable as the business grows.

Your Mission

You will lead customer operations teams and improve the systems and processes behind customer interactions. From complex account issues to payment-related cases and service escalations, you will establish an operating environment built around efficiency, accuracy, and customer trust.

Responsibilities

• Lead day-to-day customer operations across digital financial services.
• Establish service standards, escalation procedures, and operational KPIs.
• Monitor customer-support performance, resolution times, quality, and customer satisfaction.
• Identify recurring customer problems and work with product and engineering teams to resolve root causes.
• Improve workflows through automation, knowledge management, and better operational tooling.
• Oversee complex customer escalations and sensitive service cases.
• Develop operational reporting for senior management.
• Work with compliance and risk teams on customer-related regulatory processes.
• Establish quality-assurance programs for customer interactions.
• Identify opportunities to reduce unnecessary manual processes.
• Coach team leaders and customer operations specialists.
• Support product launches by ensuring operational readiness before release.

What You Bring

• 5+ years of experience in customer operations, fintech, banking, payments, SaaS, or technology services.
• Previous experience managing customer-facing teams.
• Strong understanding of digital financial products and customer journeys.
• Excellent problem-solving and escalation-management skills.
• Experience using CRM, ticketing, analytics, and customer-support platforms.
• Strong understanding of operational KPIs and service-quality measurement.
• Excellent communication and leadership skills.
• Ability to collaborate effectively with technical, compliance, and product teams.

What Success Looks Like

Success means creating an operation where customers receive faster resolutions, clearer communication, fewer recurring problems, and consistently high-quality service.

You will not simply manage support queues. You will use customer insights and operational data to influence product improvements and make the entire customer experience more efficient.

Why This Role

This is an opportunity to have a direct impact on how customers experience modern financial technology. You will sit at the intersection of people, technology, operations, and customer experience, with significant scope to improve how financial services are delivered.

The ideal candidate is a confident operational leader who understands customers, enjoys solving complex problems, and knows how to turn operational challenges into measurable improvements.

Are you interested in this position?

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

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