Customer Support Manager - Narvi Payments (Remote)

Narvi is a fast-growing Finnish fintech focused on business banking and payments for high-value businesses. We combine a strong payments platform with hands-on client relationship management — and we care a lot about onboarding quality, speed, and a clear client experience.

We are a remote-first company with offices in Helsinki and Warsaw. Our culture is purpose-led and performance-driven, with a strong focus on ownership, collaboration, and continuous improvement.

You’ll get real responsibility from day one and a chance to be involved in different areas of the business, not just support tickets.

If you’re interested in fintech and enjoy solving operational challenges, Narvi could be a good fit.

About the Role

As we scale, we are looking for a Customer Support Manager to join our Account Management team.

Your Responsibilities

1. Get to know Narvi’s products, services, and platform
2. Respond promptly and professionally to customer inquiries, questions, and complaints via the Zammad ticketing system
3. Provide accurate and detailed information about Narvi’s products, services, and platform functionalities
4. Troubleshoot and resolve customer issues related to onboarding, transactions, and technical difficulties
5. Collaborate with internal teams, including development and product, to address complex customer issues and provide effective solutions
6. Proactively identify patterns or trends in customer inquiries and provide feedback to improve product features and user experience
7. Assist in creating and updating customer support documentation, including FAQs, knowledge base articles, and user guides
8. Take a lead role in identifying opportunities for automation within the customer support workflow, including developing and implementing automation solutions to streamline processes and improve efficiency

What You Bring

1. 1–3 years of experience in a customer support, client support, or account management role
2. Experience using customer support software and tools for ticket management and communication, such as Zendesk or Zammad
3. Strong verbal and written communication skills in English
4. Excellent problem-solving and analytical skills
5. Patience, empathy, and a genuine passion for providing exceptional customer service
6. Previous experience or general understanding of payment flows, banking services, SEPA, or SWIFT would be a plus

Language Skills

English: C1+

Other languages are a plus

What We Offer

Full-time role

Remote or hybrid work setup in Helsinki or Warsaw

Real flexibility, not just lip service — work hours that fit your life and the business

Clear responsibilities, open communication, and a practical work environment without unnecessary bureaucracy

Occasional travel for international conferences and business events

Contact

Please feel free to reach out to the Hiring Manager, Ekaterina Tolstova, at ekaterina@narvi.com.