Experienced Payment Operations and Customer Support Specialist for Fintech Industry Leader in Multi-Currency Transactions and Global Market Access

Welcome to blithequark At blithequark, we are revolutionizing the world of investing by making it more accessible and affordable for everyone in Europe. Our mission is to break down barriers and eliminate hidden fees, providing unlimited access to global markets through our innovative multi-currency accounts. With a strong foundation in the UK and EU, we have expanded our reach to 22 countries and have secured $35M in funding from prominent investors, including Lightspeed Venture Partners, Sir Richard Branson, and Mosaic Ventures. Our journey began as an idea, and over the past three years, we have grown into a regulated business with a team of over 60 talented individuals from the best fintechs and startups in Europe. We have been featured in prominent publications such as CNBC, TechCrunch, Business Insider, and City AM, solidifying our position as a leader in the fintech industry. About the Role We are seeking an experienced Payment Operations and Customer Support Specialist to join our team. As a key member of our operations team, you will be responsible for handling customer contacts, monitoring our payments engine, and ensuring the smooth operation of our multi-currency transactions. Your decisions and actions will have a direct impact on our customers and our product, making this a highly rewarding and challenging role. You will work in a fast-paced, friendly, and professional team with a lot of autonomy and little bureaucracy. We encourage our team members to share ideas and have a lasting impact on our organization. If you are a motivated and customer-focused individual with a passion for payment operations and customer support, we want to hear from you. Key Responsibilities Payment Operations Monitor our payments engine and ensure the smooth operation of our multi-currency transactions, identifying and resolving any payment-related issues promptly. Handle customer inquiries and challenges related to remittances, ensuring accurate and timely resolution of issues. Take ownership of operational processes, collaborating with your team to ensure accuracy and efficiency. Develop strong relationships with internal stakeholders and external partners, fostering trust and collaboration. Maintain robust controls, assess and mitigate operational risks, and drive continuous improvements in workflows. The team sets and owns KPIs related to payment operations. Customer Support Talk to customers and answer customer questions, solving problems that come in across various contact channels. Be the voice of the customer and translate their needs into actionable plans, supported by thorough analysis and work with cross-functional teams across Marketing, Product, and Engineering to bring feedback to the rest of the organization. Drive process and product improvement by identifying opportunities to enhance our products and streamline operations to deliver better outcomes for our customers. Support Features in the Product Create and update FAQs. Build and maintain a knowledge base. Improve automations like quick replies and contact attribution. Requirements Exceptional written and spoken English – you’ll need to interact with customers via email today and potentially chats/phone in the future. 2+ years of experience in Payment Operations within a regulated environment (fintech/banking/other financial services). Bachelor's degree in Finance or Economics. Empathy for customer problems and a drive to solve their issues. You are a quick learner. Strong communicator and able to work across teams and functions. Computer literacy – we’re an early growth start-up, and our tools are still being developed, so you’ll need to be comfortable with using less refined tools. Basic SQL skills. Having an understanding of investment services, experience in a startup environment, or previous experience running customer support are pluses. What We Offer At blithequark, we offer a competitive startup package with stock options that vest monthly after a one-year cliff. Our benefits include: Brand new office in Tallinn (Kalamaja). ⏰ Flexible working hours. A flexible approach to working remotely - 2 remote days per week allowed. Private health insurance. ☕️ All the usual office facilities, including free tea, coffee & snacks. Dog-friendly office (20% distracting, but 100% cute). Cycling or running to work? We’ve got bike parking and showers. Quarterly international team events. Career Growth and Learning At blithequark, we are committed to the growth and development of our team members. As a Payment Operations and Customer Support Specialist, you will have the opportunity to: Develop your skills in payment operations and customer support. Work with a talented team of professionals who are passionate about fintech and customer experience. Contribute to the development of our products and services. Participate in quarterly international team events and learn from industry experts. Our Culture At blithequark, we value innovation, teamwork, and customer focus. We believe in creating a work environment that is collaborative, dynamic, and fun. Our team is passionate about making a difference in the lives of our customers, and we are committed to delivering exceptional customer experiences. How to Apply If you are a motivated and customer-focused individual with a passion for payment operations and customer support, we want to hear from you. Please submit your application, including your resume and a cover letter, to be considered for this exciting opportunity. The interview process will include: Intro call with a recruiter. Video call with the Head of Customer Operations. Team interview on-site. Meeting with one or both of our founders. Conclusion At blithequark, we are revolutionizing the world of investing, and we want you to be a part of our journey. As a Payment Operations and Customer Support Specialist, you will play a critical role in delivering exceptional customer experiences and driving the growth of our business. If you are passionate about fintech, customer support, and payment operations, we encourage you to apply for this exciting opportunity. Join our team and be part of something amazing!