Customer Support Lead

About Lightyear
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.

In just four years, we've gone from idea to fully regulated in both the UK and EU, launched across 25 countries, raised $58M, and built a 70+ strong team from Europe's top fintechs and startups.

We're backed by a stellar line-up of investors – including Lightspeed Venture Partners, Sir Richard Branson, Mosaic Ventures, NordicNinja, and some of Europe's top founders like Taavet Hinrikus (Wise), Jaan Tallinn (Skype), and Markus Villig (Bolt).

What You Will Do
The Support Lead is a new role within Lightyear and will oversee the Support & Payments Operations team, ensuring customer-centric service delivery. This is a hands-on leadership role balancing operational insight with team coaching, process improvement, and performance ownership.

The role requires a focus on quality, efficiency, and empowerment, leading through example, setting frameworks, and driving improvement without micro-management. You will report to the Head of Customer Operations and collaborate with the Fincrime and Customer Due Diligence Lead in creating centralised operational frameworks that scale.

Leadership & Team Development

• Lead, coach, and inspire the Support team to deliver exceptional customer experiences.
• Build a collaborative, accountable, high-performance culture.
• Create clarity in expectations, KPIs, and success metrics for the team and individual contributors.
• Perform regular 1:1s, team ceremonies and performance reviews when needed, providing structured feedback and clear paths for growth.
• Support career development and internal progression through mentoring, skill-building, and recognition.

**Lead the voice of our customers inside Lightyear****

• Oversee daily support and payment operations for accuracy, empathy, and compliance.
• Manage core metrics: response time, first touch resolution rate, and customer satisfaction.
• Implement new operational efficiency and quality frameworks with trackable performance KPIs that build accountability and trust
• Drive efficiency and contact reduction through root-cause analysis and process improvement.
• Partner with Product, Engineering, and Compliance to create scalable, seamless customer journeys and drive tangible improvements to customer outcomes.
• Help shape the strategic direction of our Support operations, inclusive of having a say for channels and coverage we offer as we scale.

*Lead the voice of our customers inside Lightyear*

• Ensure our support team is the advocate for our customers by building a strong feedback loop between them and the rest of the organisation, ensuring their perspectives are considered in every operational and product decision.
• Differentiate signal from noise - Know when to push hard for the customer, even when there's internal resistance by bringing data, context, and empathy to back your case.
• Help shape the narrative around what "a product that doesn't need support" means at Lightyear, making sure customer trust and transparency always come first.

*Continuous Improvement & Hands-On Leadership*

• Streamline workflows, automate where possible, and enhance tools and processes.
• Use data and feedback to improve performance and customer outcomes. Basic SQL is a big plus
• Stay close to operations by handling contacts, escalations, complaints and incidents to model best practices.

Requirements

• 5+ years' experience in customer support or operations, ideally in a regulated financial firm or fintech.
• Proven experience leading and developing support or operations teams.
• Strong grasp of KPIs, performance tracking, and continuous improvement.
• Solid understanding of customer operations and related areas like KYC, KYB, FinCrime, Product, and Compliance.
• Hands-on experience streamlining workflows, reducing contact volumes, and improving efficiency.
• Skilled in using data and dashboards to identify issues and drive better outcomes.
• Experience with quality reviews, coaching, and feedback loops.
• Comfortable working cross-functionally to align processes and priorities.
• Strong operational judgment with attention to accuracy, speed, and customer impact.
• Curious, proactive mindset focused on scalable, customer-centered solutions.

Benefits
A competitive startup package with stock options that vest monthly after a one-year cliff

Brand new office in Tallinn (Kalamaja)

Flexible working hours

A flexible approach to working remotely (2 remote days per week)

Private health insurance

All the usual office facilities, including free tea, coffee & snacks

Dog-friendly office (20% distracting, but 100% cute: see here)

Cycling or running to work? We've got bike parking and showers

Quarterly international team events