Overview
Step into a role where your expertise drives innovation at a global fintech leader.
This contingent role offers flexibility for professionals seeking dynamic, high-impact work environments while delivering exceptional results.
What You'll Be Doing
* Provide support for customers who submit complaints across multiple channels by investigating, troubleshooting, and resolving issues.
* Lead efficient documentation of customer issues and resolutions.
* Manage and prioritize Tier 2 inquiries and complex escalations with minimal guidance.
* Communicate tactfully and empathetically with internal and external stakeholders.
* Set performance benchmarks for support analysts through example and execution.
* Own complaint resolution processes across all pillars, acting as a Subject Matter Expert (SME) when needed.
* Identify process gaps and propose actionable improvements to enhance operational efficiency.
* Drive productivity by streamlining workflows and optimizing internal systems.
* Represent the customer voice by relaying feedback to internal teams and leadership.
* Support legal teams in researching complex customer issues and analyzing evidence.
* Organize and manage documentation with expert-level data handling skills.
* Use data to create visualizations that highlight complaint trends and demographic insights.
* Communicate effectively across all levels of the organization.
* Thrive in a fast-paced, evolving environment with flexibility and a growth mindset.
What We Look For
* Passion for creating seamless support experiences for a global customer base.
* Willingness to work defined shifts and attend in-office sessions as required.
* Background in complaints, compliance, regulatory affairs, fraud, disputes, legal, or litigation.
* Minimum 3 years' experience in financial services, crypto, investigations, legal, or tech.
* Experience supporting customers via voice, email, and chat.
* Strong root cause analysis and logical problem-solving skills.
* Empathy and adaptability in high-growth environments.
* Clear, concise communication across departments and stakeholders.
* Ability to perform under pressure with attention to detail and accuracy.
* Proficiency in English (spoken and written).
Nice to Have
* Advanced degree in project management, analytics, or vendor management.
* Experience in Legal, Compliance, or Customer Experience (CX).
* Familiarity with Google Apps, JIRA, Salesforce Service Cloud.
* Experience working with external outsourcing partners.
* Intermediate knowledge of cryptocurrency and fintech products.
* Understanding of blockchain fundamentals and decentralized finance (DeFi) use cases.
Details:
* On-site -
5 days per week on-site in Dublin City
* Contract details -
Full-time,
6 months
* Start date -
15th January 2026