Client Care Specialist

About the role

Guru Pay is seeking a Client Care Specialist to provide high‑quality support to its B2B and B2C fintech customers. Working from the Vilnius office in a hybrid model, you will own client issues from first contact to resolution and help shape the team’s processes.

Key responsibilities

• Respond to client inquiries via email tickets and phone during business hours (Mon‑Fri 8 AM‑5 PM or 9 AM‑6 PM).
• Identify situations where standard support is insufficient and create experiences that boost customer loyalty.
• Develop and improve support processes to deliver immediate impact.
• Execute tasks assigned by the Team Lead, such as gathering post‑interaction feedback and updating documentation.
• Participate in quality‑assurance activities, periodic process reviews, and risk assessments.

Required profile

• Proven experience in fintech client care, fluent in Lithuanian and English.
• Track record of meeting KPIs and SLAs.
• Willingness to work on‑site in Vilnius three days a week (hybrid model).
• Strong customer‑advocacy mindset and ability to empathise with users.
• Proactive thinker who can suggest and implement improvements in a fast‑changing environment.
• Comfortable speaking up, receiving critical feedback and moving forward.

Required skills

What we offer

• Gross monthly salary of €2,000‑€2,300, based on experience.
• Second‑pillar pension fund coverage.
• Birthday month day off.
• Learning budget for professional development.
• Hybrid work options and occasional workations.
• Supportive leader focused on unlocking your potential.