Customer Support Team Lead

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

• 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

Basic SQL is a big plus

• 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
• Bike parking and showers