Customer Support Specialist

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.

Over the last 4 years, we've grown from being just an idea to a regulated business in both the UK & 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.

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
$1bn
in customer assets.

What You Will Do
Our Support Specialists are responsible for handling customer contacts. Your decisions and actions will have a direct impact on the customers and our product.

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.

Run day-to-day Customer Support

• Answer customer questions and solve problems that come in across various contact channels.
• Handle formal complaints.
• Review payment transactions and solve related customer problems.
• Help with other operational and KYC tasks as needed.
• Loop in other team members and escalate tasks to relevant stakeholders as needed.

Measure the Success of Your Work

• Talk to customers and answer customer questions, solving problems that come in across various contact channels.
• 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.
• Drive process and product improvement by identifying opportunities to enhance our products and streamline operations to deliver better outcomes for our customers.

Help Build the Support Features in the Product.

• Create and update FAQs.
• Build and maintain a knowledge base.
• Improve automations like quick replies and contact attribution.

Requirements

• Exceptional written and spoken English – you'll need to interact with customers via email today and potentially chats/phone in the future.
• C1+ proficiency in Estonian + at least one Western European language (DE, FR, PT, ES, NL, IT.
• 1+ years of experience within Customer Support/ Customer Operations.
• Empathy for customer problems and a drive to solve their issues.
• You are a quick learner.
• Strong communicator and able to work across teams and functions.
• Computer literacy – 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.
• Basic SQL is not required but would be advantageous.
• Having an understanding of investment services or experience in a startup environment are pluses.

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 allowed

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

Interview process outline

• Intro call with a recruiter
• Video call with the Head of Customer Operations
• Team interview on-site
• Meeting with one or both of our founders