Description
We are looking for a Customer Support Specialist to join our team in Tallinn. As a Specialist, your mission is to act as a subject matter authority, navigating cross-functional complexities to deliver expert-level resolutions and world-class support across email, phone, and chat.
Your responsibilities will include:
- Expert problem solving: Taking full ownership of complex customer cases, using critical thinking to identify the best resolutions and delivering with high accuracy.
- Navigating complex interactions: Handling high-stakes customer conversations with professional and empathetic communication, especially during challenging moments.
- Cross-Team collaboration: Managing appropriate escalations to specialized teams, including KYC, Complaints, and Payment Operations, to ensure holistic case resolution.
- Peer support: Acting as a point of contact for your colleagues, providing peer-to-peer support and sharing your knowledge to help the wider team grow.
- Process improvement: Identifying and sharing feedback on processes and product health, contributing to the continuous improvement of the customer journey.
- Flexibility: Covering a variety of shifts to be there when our customers,and the business,need you most.
Requirements:
- At least one year of experience in customer support.
- Proven track record of supporting customers through phone, chat, and email.
- Strong typing skills (minimum 45 Words Per Minute) and excellent grammar/spelling.
- Advanced communication: Excellent verbal and written English skills (C1 level).
- Ownership mindset: Self-starter who can work independently, navigate ambiguity, and make sound judgments with minimal supervision.
- Cool under pressure: Excelling at taking charge in challenging situations and having the skills to calm and resolve difficult customer interactions.
- Location: Legally authorized to work in Tallinn, Estonia.
Benefits:
- RSUs in a rapidly growing company
- Flexible working model
- Annual self-development budget
- Paid 6-week sabbatical leave after four years
- Paid time off: 28 days vacation + 3 “Me” days + 1 volunteer day, annually