Job overview

Lead complex customer operations for a technology-driven financial services environment, ensuring customers receive fast, accurate, and consistent support across multiple channels and financial products.

What You’ll Do

• Manage escalated customer cases involving payments, transfers, accounts, onboarding, refunds, and transaction disputes.
• Establish effective processes for handling high-priority and technically complex customer issues.
• Coordinate investigations between customer service, operations, engineering, compliance, risk, and product teams.
• Monitor customer-support KPIs including resolution time, first-contact resolution, backlog, customer satisfaction, and escalation rates.
• Develop procedures for recurring transaction and account-related issues.
• Analyze customer-support data to identify operational weaknesses and product improvement opportunities.
• Ensure customer-facing processes comply with internal policies and applicable financial-services requirements.
• Oversee incident communication when technical issues affect customers.
• Develop and maintain customer-service knowledge bases, escalation procedures, and operational playbooks.
• Coach customer operations specialists and establish consistent quality standards.
• Prepare management reports highlighting customer trends, operational risks, and improvement opportunities.

Requirements

• 5+ years of experience in customer operations, fintech, banking, payments, or technology-enabled financial services.
• Previous experience leading customer-service or customer-operations teams.
• Strong understanding of digital payments, account services, transaction processing, and customer onboarding.
• Excellent analytical and operational-management skills.
• Experience with CRM, ticketing, analytics, and workflow-management systems.
• Strong understanding of escalation management and service-level frameworks.
• Ability to communicate effectively with both customers and technical stakeholders.
• Excellent English communication skills; Estonian or another European language is beneficial.

Your Impact

You will help create a customer operation capable of handling sophisticated financial issues while improving resolution quality, operational efficiency, customer trust, and overall product experience.

Are you interested in this position?

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

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