Customer Operations Specialist (Fintech)

TL;DR

Customer Operations Specialist (Fintech): Supporting merchants with payment inquiries and technical investigations with an accent on resolving complex issues for French and UK markets. Focus on troubleshooting product issues, improving customer experience, and collaborating with cross-functional teams to optimize internal processes.

Location: Must be based in Riga, Latvia (Onsite during 3-month probation, hybrid thereafter)

Salary: €1,500–€2,300 (gross)

Company

Global bank payment company providing direct debit, real-time payments, and open banking solutions for over 100,000 businesses.

What you will do

• Handle merchant inquiries via email and phone across the entire customer lifecycle.
• Act as an escalation point for French and UK merchants to resolve complex technical and product issues.
• Advise merchants on product best practices and troubleshoot issues efficiently.
• Analyze customer feedback and recurring trends to propose product and process improvements.
• Collaborate with cross-functional teams and proactively upskill team members.

Requirements

• Fluent English (verbal and written).
• Ability to support and act as an escalation point for French merchants.
• Detail-oriented approach with a problem-solving mindset in fast-paced environments.
• Comfortable working with internal stakeholders and upholding compliance requirements.
• Based in Riga, Latvia.

Nice to have

• Prior experience using Zendesk or Looker.

Culture & Benefits

• Adaptive working and a "work away" scheme allowing remote work from other countries for up to 90 days per year.
• Equity for permanent employees.
• Annual learning budget for professional development.
• Comprehensive wellbeing support and medical cover.
• Generous holiday allowance, including 3 annual volunteer days and 4 wellness days (GC Fridays).