A growing financial technology organisation in Estonia is seeking an experienced Fintech Customer Operations Manager to build a high-performing operational function supporting customers across digital financial products.

This position combines customer experience, operational management, process optimisation, data analysis, and fintech product knowledge. The successful candidate will ensure that customer operations remain efficient, responsive, measurable, and scalable as the business grows.

The Mission

Create an operational environment where customer issues are resolved efficiently, recurring problems are systematically identified, and operational insights continuously improve the underlying fintech product.

Key Responsibilities

• Lead and develop customer operations teams supporting digital financial products.
• Establish operational standards, workflows, escalation processes, and service-quality frameworks.
• Monitor customer-service performance through measurable operational KPIs.
• Analyse customer contacts to identify recurring product and process issues.
• Partner with product and engineering teams to resolve systemic customer problems.
• Develop operational procedures for payments, accounts, transactions, onboarding, and account-related enquiries.
• Coordinate complex customer escalations across compliance, risk, finance, and technology teams.
• Improve self-service capabilities and operational automation.
• Develop reporting that provides leadership with visibility into customer trends and operational performance.
• Identify opportunities to reduce customer friction and improve resolution times.
• Support product launches by establishing appropriate customer-operational readiness.
• Review customer feedback and translate insights into product and process improvements.
• Develop training and quality-assurance frameworks for operational teams.
• Maintain appropriate documentation and knowledge-management systems.
• Contribute to operational risk and business-continuity planning.

Candidate Profile

• 6+ years of experience in customer operations, fintech, banking, payments, SaaS, or financial services.
• Proven experience managing operational teams.
• Strong understanding of digital financial products and customer journeys.
• Experience with operational KPIs, service-quality measurement, and process improvement.
• Strong analytical and problem-solving skills.
• Comfortable working with product, engineering, compliance, risk, and finance teams.
• Experience implementing workflow automation or operational technology is advantageous.
• Excellent communication and people-management skills.
• Strong ability to operate in a rapidly evolving technology environment.

What Success Looks Like

Success means creating a customer-operations function that is efficient, data-driven, scalable, and closely connected to product development—while ensuring customers receive consistent support throughout their financial-product journey

Are you interested in this position?

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

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