Customer Operations Specialist

xpate

Customer Operations Specialist guiding merchants in onboarding and integrations for fintech platform. Collaborating with internal teams to enhance the customer journey and operational efficiency.

Posted 6/8/2026full-timeRiga • 🇬🇧 United KingdomMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Provide operational support to merchants and clients via email, chat, and other communication channels.
Manage client expectations through proactive communication and regular updates.
Build strong working relationships with merchants and become a trusted operational point of contact.
Support the merchant onboarding process from setup through activation.
Assist merchants during API integrations, testing, and go-live activities.
Coordinate onboarding activities with internal technical and operational teams.
Monitor onboarding progress and help remove blockers that may delay activation.
Escalate complex cases appropriately and ensure follow-through until resolution.
Support operational incident management and help minimize customer impact.
Participate in operational on-call rotations when required.
Identify opportunities to improve operational efficiency and customer experience.
Support implementation of new tools, processes, and operational initiatives.
Continuously develop technical and operational knowledge, including payment operations, merchant onboarding, APIs, and integrations.

Requirements

What you’ll need

Experience in Customer Support, Customer Operations, Onboarding, Fintech, SaaS, Payments, or a similar customer-facing role.
Fluent in English and Russian, both written and spoken.
Clear and professional communication skills.
Strong attention to detail.
Ability to prioritize multiple tasks and manage workload independently.
Genuine interest in developing technical knowledge, including APIs, integrations, and payment operations.
Ownership of work with proactive task follow-through.
Ability to thrive in a fast-paced environment and adapt to changing priorities.

Benefits

Comp & perks

Flexible working hours
Hybrid work options
Private health insurance
Generous paid time off
Extra personal time off for rest and recharge: 12 additional days per year, plus your birthday off

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

API integrationspayment operationsonboarding processesoperational incident managementcustomer supportcustomer operationsSaaSFintechtestinggo-live activities

Soft Skills

clear communicationattention to detailtask prioritizationindependent workload managementproactive follow-throughrelationship buildingadaptabilityproblem-solvingcustomer experience improvementoperational efficiency