Customer Trust & Experience Consultant (Fintech)

TL;DR

Customer Trust & Experience Consultant (Fintech): Managing complex, high-friction customer cases and rebuilding trust with an accent on AI-driven problem-solving and process improvement. Focus on identifying recurring friction points and leveraging AI tools to generate actionable product recommendations.

Location: Must be based in Sweden and possess the right to work in the EU.

Salary: From 400 SEK per hour.

Company

A global fintech leader transforming the shopping and payments experience for over 111 million active users.

What you will do

• Manage high-friction cases end-to-end via phone, chat, and email to restore customer trust.
• Proactively address issues before they escalate and act as the voice of the user.
• Utilize AI tools to identify patterns and document recurring friction points in product flows.
• Generate structured, actionable improvement suggestions for internal teams.
• Collaborate with success teams to elevate service standards and operational efficiency.
• Refine and evolve internal AI assistants to enhance customer interactions.

Requirements

• Must be located in Sweden and registered for F-skatt (or willing to obtain it).
• Right to work in the European Union.
• Native or near-native fluency in one of the required languages: Swedish, Danish, Norwegian, Dutch, German, Finnish, Spanish, Italian, Polish, Portuguese, or English.
• Minimum availability of 100 hours per month (approx. 25 hours/week).
• Professional background in tech, operations, finance, or business, or current university student (year 2+).
• Own hardware setup: Windows 11 Pro or macOS 15+, stable internet connection (20+ Mbit/s), and a reliable headset.

Culture & Benefits

• 100% remote flexibility with the ability to choose your own working hours.
• Autonomy to shape processes and drive real change within a global organization.
• Competitive hourly compensation with potential bonus incentives.
• Opportunity to influence the future of fintech through direct feedback and AI collaboration.