COORDINATOR - CUSTOMER SUPPORT (M/F)

Zagreb, Croatia

We're growing fast and pushing boundaries across the EU. What began as a local Croatian idea has evolved into one of the leading European fintech platforms that brings a wide range of financial services to millions of users. Driven by innovation and a clear vision, we keep expanding into new markets, building new features, and proving that great ideas can travel far. From everyday payments and money transfers to Aircash Mastercard, we make managing money easy, wherever life takes you.

We're not just a fintech. We're a team that mixes serious tech with just the right amount of fun. The ones who challenge complexity and find smarter ways to get things done.

Different backgrounds, one shared goal: make everyday payments faster and more effortless.

No forms, no nonsense. Just freedom at your fingertips.

Great Customer Support is built in real time – in the queues, in the tickets, and in the feedback that happens between calls. This role is right in the middle of it.

We operate in 10+ markets across Europe. We serve users in 10+ languages. Thousands of people trust us with their money every single day, and whenever they have a question about a transaction, need help with their card, or want to know more about their Aircash Mastercard, our Customer Support team is who they talk to. That's not a back-office function. That's part of the product, and the quality of it is non-negotiable.

We're looking for a Coordinator to help keep a 5+ agent team running smoothly day to day. Someone who listens in on calls, takes on trickier tickets, shares tips with agents in the moment, and jumps into the queue when the pressure hits. You've done this work long enough to know how a good shift sounds on the phones and how a complex case lands when it's handled right. You work closely with the team, keeping the shift running and stepping in where it matters most.

Key Responsibilities

  • Coordinate a 5+ agent team on the floor, listening in on calls and reviewing tickets in real time
  • Share feedback in the moment and get to know who's strong on what
  • Help work through complex cases and jump into the queue when it starts backing up
  • Track daily QA: SLAs, CSAT, and quality; prepare KPI reports, and share trends worth a closer look
  • Help coordinate shift coverage, breaks, and day-to-day logistics so the queue stays staffed
  • Run internal training sessions to help agents level up their skills
  • Loop recurring issues and agent feedback back to the team lead
  • Step in as the point person during shifts when the team lead is off, balancing workload across channels and keeping information flowing
  • Bring steady energy when things get noisy

What You Bring

  • 3+ years in customer support, with some exposure to senior/mentor or shift-lead responsibilities
  • You handle cases end-to-end and are comfortable being a go-to point for colleagues on tricky tickets
  • Deep CS muscle across channels: phone, email, live chat, in-app, social, and fluency with helpdesk, ticketing, and WFM tools
  • Confident with Salesforce or a similar CRM; comfortable with AI-assisted tools where they where they genuinely improve efficiency
  • Experience in a regulated industry (fintech, financial services, banking, telecom) is an advantage
  • Fast to learn a product and comfortable going deep – we have a very solid onboarding, but the curiosity has to be yours
  • Steady under pressure, composed when it's loud, and honest when it matters
  • Advanced English – confident handling cases and internal communication in English
  • Understanding of regulatory requirements and why they matter in a financial services context

What we bring to the table.

Innovation drives us, and we never stop asking "what's next?".

And because great work deserves great perks, here's what you can expect from day one:

  • Growth isn't a buzzword here. You'll have access to real learning opportunities, both inside and outside the company
  • Open feedback is part of our culture; we grow by listening, learning and sharing with each other
  • Tasty, freshly prepared lunches every day, with options to suit different tastes and preferences
  • Start your day off right – coffee, tea, fresh fruit, and snacks are waiting for you every morning in the kitchen
  • Annual health check-ups to help you take care of your health without extra hassle
  • A fully covered Multisport card and sports activities like padel to make staying active easy and enjoyable
  • Christmas and Easter bonuses that bring a little extra ease to the holiday season
  • For parents, extra support and time off for those milestone moments – from baby bonuses to the first days of kindergarten or school
  • Extra vacation days to give you more time to unwind, recharge and do what you enjoy most

Step into a role where your ideas make an impact, your work has meaning, and every day brings something new to build or improve.

COORDINATOR - CUSTOMER SUPPORT (M/F)

Job description

COORDINATOR - CUSTOMER SUPPORT (M/F)

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