Your Role in Our Story

We are driven to make our financial system inclusive by removing the barriers and complexities to wealth creation. We aim to solve downturns of the investment market by offering an any weather wealth creation app for our customers to grow their portfolios.

Today Change is available in 30 European countries with over 135,000 verified users. We are offering an investment app, enabling anyone to easily and securely invest in various asset classes, including crypto, as well as derivatives on stocks, indexes, commodities, and forex.

As a Customer Operations Specialist, you will play a pivotal role in ensuring the smooth execution of operational processes that support our business and private customers. Your focus will be on managing customer onboarding, overseeing transactions and improving workflows, while ensuring that our operations meet regulatory standards.

Key Responsibilities 

• Operational Excellence and Customer Onboarding: Oversee end-to-end onboarding for private and business customers, ensuring timely verification and seamless account activation. Address escalations related to account setup, transaction discrepancies and data accuracy, using your operational expertise to resolve issues effectively.
• Transaction and Risk Monitoring: Manage and monitor crypto and fiat transactions, resolving issues related to stuck payments, suspicious transactions or risks. Conduct enhanced due diligence and risk assessments for high-risk customers and businesses.
• Collaboration and Process Optimisation: Work with internal teams to refine and improve workflows, ensuring efficient and scalable operational processes. Utilise insights from customer feedback and operational data to identify areas for improvement and drive effective solutions. Analyse customer feedback and collaborate with the Customer Care Team to improve service delivery.
• Building and Innovating Processes: Develop and refine operational procedures to enhance efficiency and support business growth. Implement customer support best practices and help to refine processes and policies to deliver exceptional service. Approach challenges with a problem-solving mindset, using innovative methods to build robust processes.

What We're Looking For 

• Professional Experience: 2+ years of relevant work experience in operations, compliance or customer-focused roles.
• AML and Compliance Expertise: Familiarity with AML screening tools and cryptocurrency compliance processes, including certifications like Chainalysis KYT(Risk) and Reactor.
• Cryptocurrency and Blockchain Knowledge: Strong understanding of crypto-assets and blockchain technology, with curiosity and enthusiasm to explore developments in the space.
• Attention to Detail and Ethics: Ethical, detail-oriented and an excellent communicator capable of managing sensitive and complex processes with care and precision.
• Analytical Mindset: Ability to analyse trends, customer feedback and operational insights to identify opportunities for process improvements and implement data-driven solutions.
• Self-Discipline and Time Management: Exceptional time management and prioritisation skills, with a self-starter mindset and the ability to think critically while navigating complex and dynamic environments.
• Task Management Tools: Proficiency in platforms like Jira, Confluence and SALV for effective workflow management and team collaboration.

What We offer

• Competitive Compensation: A competitive salary tailored to your skills and experience.
• Dynamic Team Environment: Be part of a rapidly expanding, young and ambitious international team.
• Learning and Development: Immense opportunities to grow your expertise in finance, blockchain and crypto-assets.
• Supportive Culture: An environment that encourages self-development, learning and career growth.
• Collaborative Office Space: A unique and inspiring work environment located in the heart of Tallinn city center.
• Small Perks That Add Up: Enjoy a variety of recurring small perks designed to enhance your day-to-day work experience.

Why Join Us?

This is an incredible opportunity to get in on the ground floor of a growing branch, with the autonomy to shape processes and make a lasting impact. You’ll enjoy the benefits of working with an established company while experiencing the entrepreneurial spirit of a startup environment.

Are you ready to be the next Changemaker? We’d love to talk. Apply now.