The Customer Operations Specialist is responsible for delivering high-quality, multi-channel customer engagement while supporting the company’s broader operational goals. This role combines customer support, sales enablement, collections assistance, and loan servicing activities to ensure an exceptional, compliant, and customer-centric journey.

As a first point of contact, you will provide accurate guidance, resolve customer needs efficiently, and proactively contribute to both revenue growth and operational excellence.

Your Focus

Customer Support & Communication

• Respond promptly and professionally to customer inquiries via chat, phone, email, WhatsApp, Messenger, and other approved platforms.

• Provide accurate information and guide customers through products, services, and processes.

• Maintain a customer-first approach by demonstrating empathy, clarity, and professionalism.

• Keep customers informed about the status of their requests, complaints, applications, or collections cases.

Sales & Revenue Generation

• Identify customer needs and recommend suitable products and services.

• Drive sales through proactive engagement, upselling, and cross-selling initiatives.

• Support individual and team revenue targets by converting service interactions into sales opportunities.

Collections & Loan Support

• Provide first-level support for payment reminders and repayment arrangements, ensuring sensitivity and regulatory compliance.

• Escalate complex collection or loan-related cases to dedicated teams with complete and accurate documentation.

• Support loan servicing activities where applicable, ensuring smooth processing and clear customer guidance.

Issue Resolution & Escalations

• Resolve standard customer issues independently, ensuring fast and effective outcomes.

• Escalate sensitive or complex cases (e.g. complaints, collections, fraud) with proper documentation.

• Follow up to ensure timely and complete resolution for the customer.

Quality, Compliance & Risk

• Adhere to company policies, compliance guidelines, and regulatory standards at all times.

• Maintain accurate and complete records of all customer interactions.

• Support GDPR, fraud detection, and complaint processes by escalating cases appropriately.

• Uphold the highest quality standards in every customer interaction.

Required Skills & Qualifications

• Customer-oriented mindset with strong communication and interpersonal skills.

• Ability to handle multiple tasks and channels simultaneously in a fast-paced environment.

• Strong problem-solving skills and attention to detail.

• Comfortable working with CRM systems and digital communication tools.

• Ability to act with professionalism, empathy, and discretion.

• Previous experience in customer service, operations, fintech, banking, or contact centre environments is an advantage.

• Fluent in Latvian and Russian; basic English skills will be considered an advantage.

The starting salary for this position is €1,800 gross per month.

We offer:

• A Truly Global Workplace – collaborate with 40+ nationalities across 25+ countries, embracing diversity, inclusion, and cross-cultural innovation

• Hybrid & Flexible Work – balance your life and career with remote-friendly policies and modern offices across Europe

• A Culture of Growth – accelerate your development with access to LinkedIn Learning, structured mentorship, and internal leadership programmes (HiPo & People Leader tracks)

• Workation Programme – work remotely from abroad for up to 2 months per year and experience new cultures while staying connected and productive

• Financial Growth Opportunities – invest in your future with our share purchase matching programme, doubling your contributions and fostering long-term rewards

• Private Health Insurance – access comprehensive healthcare coverage tailored to local standards

• Wellbeing Benefit – receive an annual wellness allowance to support your physical and mental health

• Weekly Office Breakfast – enjoy a fresh start with breakfast at the office

We may use artificial intelligence (AI) tools to support specific parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses against predefined criteria. These tools assist our recruitment team but do not replace human judgment. All final hiring decisions are made by human recruiters.

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