Senior Customer Support Specialist 🚀
Who are we
We believe that the world will fundamentally be a better place with everybody investing.
Our team is on a mission to remove the barriers and complexities to wealth creation through simple, affordable, and accessible investing.
Offering a unique opportunity to buy & sell Bitcoin commission-free and trade 50+ altcoins, stocks, commodities and indexes with the best rates in the market, Change is the top10 fintech apps in Northern Europe. And we’re growing. Fast.
Our Customer Support and Operations team
Customers really are everything to us. Tens of thousands of people from 31 countries trust us with their finances and it's our core responsibility to show every single person that their trust is placed in the right and caring hands. We don’t just provide great support, we provide great experiences.
Great tech and smart solutions enable us always to offer maximum value to our users. With our small but powerful team we've achieved at least 20% over industry averages with our satisfaction ratings and response times. A small team means lots of responsibility but also lots of room for growth.
We are looking for a Senior Customer Support Specialist. Come join us!
What's in it for you
- Join the early team of an already scaling FinTech
- Learn trading and investing
- Have unlimited career and development opportunities
- Make a personal impact to the world
- Work with the best of the best team members
- Tell your grandkids how you built a billion dollar company
What will you do
- Making sure our customers and community members are satisfied and taken care of in a timely manner across all communication channels
- Providing accurate, valid, and complete information to our customers by using the right methods and sources of information
- Working closely with CCO to meet the KPIs set to the team by raising potential problems or concerns to ensure the needed changes are taken in advance
- Monitoring support agents’ performance, efficiency, work quality and reporting results to CCO
- Following compliance and business procedures, requirements, and policies in every process, while providing customer support. Also, fulfilling some of the tasks on behalf of KYC/AML agents if needed and getting full knowledge of these processes , such as conducting preliminary KYC and other operational procedures
- Co-operating with the product team or other third-party businesses via agreed communication channels or methods to resolve the customers’ incidents
- Develop and maintain in-depth product knowledge to ensure to provide excellent customer service by being able to troubleshoot the problem and assist customers
- Participating in the development of customer operations and support tools to provide outstanding service
- Identifying customers’ needs to achieve high customer satisfaction with our service and product, communicating feedback and needs to product and marketing team to develop and improve products for better serving and engaging customers
What we're looking for
- Customer-first, high empathy, and going an extra mile attitude while solving customers’ problems are a must
- Previous experience as a Support Specialist or any other similar position in FinTech or regulated field
- Flawless attention to detail, even in routine tasks
- Bulletproof stress tolerance
- Excellent verbal and written English, any other language is a big plus
- Estonian residence permit
Nice to have
- In-depth crypto trading or any other investment-related knowledge
- Previous experience in banking/financial services area, including AML/KYC experience
What we offer
- Stock package as you’re early to join
- Competitive salary, Estonian public health insurance, pension fund and other perks
- An ambitious team of 10 nationalities
- Flexible work from home policy
- 3 extra paid vacation days
- New Macbook Pro and Apple equipment
- Sports compensation of 100€ quarterly
- Parking compensation 150€ quarterly
- Personal development budget 500€ annually
- Free book ordering and office library
- Beautiful office in city center with huge roof terrace
- Office snacks, full fridge and everything we need to keep going
- Summer and winter events, and many more celebrations(depending on Covid requirements)
Sounds interesting? We can't wait to hear from you!
- Customer Support Team
- Tallinn, Estonia
- Remote status
- Hybrid Remote
Change is a rapidly growing FinTech providing everyone in Europe access to exciting investments. Tens of thousands of people from 30 EU countries trust Change to build their financial future and have over a billion euros with us.
We believe the world would be a fundamentally better place if everybody invested. Since 2018 we’re on a mission to enable wealth creation by making investing simple, affordable, and accessible.
Our mobile app offers something for everyone - from crypto, stocks and commodities investing to staking and crypto friendly debit card.
Driven to make a difference, we have come together from 10+ countries to create a brighter future for the world. We’re always looking for new Changemakers to make this mission a reality. Join us if you are obsessed with customers, believe in personal empowerment, get things done without BS, and importantly, just absolutely love what you do.
Senior Customer Support Specialist 🚀
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