High Volume Support Specialist

About the role

You will serve as the primary point of contact for our most significant consumer and business clients, ensuring their experience is human and efficient. Your goal is to protect retention by providing expert guidance and resolving complex issues for customers moving large sums of money.

Key facts

What you'll do

• Manage end-to-end customer cases, acting as the single point of contact until resolution.
• Handle inquiries across multiple channels while maintaining high quality and speed.
• Coordinate with internal departments like KYC and Financial Crime to resolve issues without overriding regulatory decisions.
• Identify at-risk customers and intervene with proactive service to prevent churn.
• Analyze root causes of customer friction and report findings to the High Volume Senior Lead to improve internal processes.
• Educate clients on product features to add value beyond simple troubleshooting.

Requirements

• Minimum 2 years of experience in a customer-facing role, ideally within FinTech, SaaS, or a high-growth tech environment.
• Demonstrated ability to take full accountability for complex problem solving without relying on scripts.
• Exceptional written and verbal communication skills for explaining technical concepts and delivering difficult news.
• Ability to thrive in a fast-paced environment while maintaining empathy and regulatory compliance.
• Strong critical thinking skills to connect information from various sources to reach decisions.

Skills & tools

• Proficiency in navigating multiple support tools, CRMs, and internal systems.
• High-level analytical skills for trend identification and process improvement.

Practical notes

• You must have existing eligibility to work in Estonia as we do not provide visa sponsorship.
• Benefits include RSUs, a flexible working model, an annual self-development budget, and a 6-week paid sabbatical after four years of service.
• Paid time off includes 28 vacation days, 3 personal days, and 1 volunteer day per year.
• Application process: Submit a CV and cover letter answering your background, your 2-year goals, and your availability.
• Hiring steps: Application review, Maki online skills assessment, and a team interview.