Job description

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 3 years, we’ve grown from being just an idea to a regulated business in both the UK & the EU, launching in 22 countries and raising $35M along the way. And we’ve hired a team of 60+ 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, Taavet Hinrikus, Jaan Tallinn, Sten Tamkivi, Eileen Burbidge as well as a host of angel investors. In 2022, we raised a $25M Series A round and have been covered in CNBC, TechCrunch, Business Insider and City AM.

What you will do

As Payment Operations and Customer Support specialist you will be handling customer contacts as well as monitoring our payments engine and stepping in when manual intervention is needed. 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.

Payment Operations

Monitor our payments engine and ensure the smooth operation of our multi-currency transactions, identifying and resolving any payment-related issues promptly.
Handle customer inquiries and challenges related to remittances, ensuring accurate and timely resolution of issues.
Take ownership of operational processes, collaborating with your team to ensure accuracy and efficiency.
Develop strong relationships with internal stakeholders and external partners, fostering trust and collaboration.
Maintain robust controls, assess and mitigate operational risks, and drive continuous improvements in workflows. The team sets and owns KPIs related to payment operations

Customer Support

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.
2+ years of experience in Payment Operations within a regulated environment (fintech/banking/other financial services)
Bachelor's degree in Finance or Economics
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 skills.
Having an understanding of investment services, experience in a startup environment or previous experience running customer support are pluses.