Customer Support Specialist (Relocation to Tallinn, Estonia)

<h2><strong>About Lightyear</strong></h2><p>We’re on a mission to make investing better for everyone in Europe. More specifically, we’re making it light years better (sorry… we had to!). We’re combining multi-currency accounts with unlimited access to global markets so that everyone in Europe can invest without sneaky hidden fees or unnecessary barriers.</p><p>Over the last 4 years, we’ve grown from being just an idea to a regulated business in both the UK &amp; the EU, launching in 25 countries and raising $58M along the way. And we’ve hired a team of 70+ people from some of the best fintechs and startups in Europe.</p><p>We’ve got a stellar group of investors behind us including Lightspeed Venture Partners, Sir Richard Branson, Mosaic Ventures, NordicNinja, Taavet Hinrikus, Jaan Tallinn, Sten Tamkivi, Markus Villig, and Lars Trunin as well as a host of angel investors. In 2025, we’ve also hit the milestone of <strong>$1bn</strong> in customer assets.</p><p></p><h4><strong>What you will do</strong></h4><p>Our Support Specialists are responsible for handling customer contacts. Your decisions and actions will have a direct impact on the customers and our product.</p><p>You will work in a fast-paced, friendly, and professional team with a lot of autonomy and little bureaucracy. You’ll have the freedom to share ideas and have a lasting impact on our organisation.</p><p><strong>Run day-to-day Customer Support</strong></p><ul><li><p>Answer customer questions and solve problems that come in across various contact channels.</p></li><li><p>Handle formal complaints.</p></li><li><p>Review payment transactions and solve related customer problems.</p></li><li><p>Help with other operational and KYC tasks as needed.</p></li><li><p>Loop in other team members and escalate tasks to relevant stakeholders as needed.</p></li></ul><p><strong>Measure the Success of Your Work</strong></p><ul><li><p>Talk to customers and answer customer questions, solving problems that come in across various contact channels.</p></li><li><p>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 organisation.</p></li><li><p>Drive process and product improvement by identifying opportunities to enhance our products and streamline operations to deliver better outcomes for our customers.</p></li></ul><p><strong>Help Build the Support Features in the Product.</strong></p><ul><li><p>Create and update FAQs.</p></li><li><p>Build and maintain a knowledge base.</p></li><li><p>Improve automations like quick replies and contact attribution.</p></li></ul><p></p><h4><strong>Requirements</strong></h4><ul><li><p><strong>Exceptional written and spoken English</strong>&nbsp;– you’ll need to interact with customers via email today and potentially chats/phone in the future.</p></li><li><p>C2/Bilingual&nbsp;<strong>proficiency in Hungarian</strong>.</p></li><li><p>2+ years of&nbsp;<strong>experience within Customer Support/ Customer Operations</strong>.</p></li><li><p><strong>Empathy</strong>&nbsp;for customer problems and a drive to solve their issues.</p></li><li><p>You are a&nbsp;<strong>quick learner</strong>.</p></li><li><p><strong>Strong communicator</strong>&nbsp;and able to work across teams and functions.</p></li><li><p><strong>Computer literacy</strong>&nbsp;– 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.</p></li><li><p><strong>Basic SQL</strong>&nbsp;is not required but would be advantageous.</p></li><li><p>Having an understanding of&nbsp;<strong>investment services</strong>&nbsp;or&nbsp;<strong>experience in a startup environment</strong>&nbsp;are pluses.</p></li></ul><h4><strong>Benefits</strong></h4><p></p><p>💵 A competitive startup package with stock options that vest monthly after a one-year cliff</p><p>✈️ Relocation supp