Customer Operations Specialist

💼 Who we are Founded in 2016, Market Pay is a fast-growing and profitable French fintech specializing in omnichannel and international payment solutions. We support retailers and e-merchants by reinventing the payment experience — in-store, online, and through fully digital and mobile journeys. With strong expertise across the entire payment value chain, we simplify acceptance and acquiring, provide card issuing solutions, and deliver seamless, modern checkout experiences to global brands. Today, 350+ Market Players across Europe are shaping the future of payments. 🧭 Your Mission
• Support the success of Market Pay’s enterprise payment solutions within the Customer Operations team
• Ensure high-quality customer support, operational efficiency, and compliance with regulatory requirements
• Act as a key interface between customers, operations, and compliance teams 💪 What You’ll Do Your Role Your Role You will be working in our Customer Operations team located in Vilnius working very closely with our France-based colleagues.
• Handling end-to-end KYC/KYB analysis
• Undertaking research, document checks, and financial crime risk assessment via internal and external sources
• Performing screening
• Detecting and reporting suspicious activity including the predicate offences to money laundering and terrorist financing
• Ensuring all documents submitted are in line with internal policies
• Escalating any red flags and potential risks to the escalation team
• Handling sensitive or confidential information
• Onboarding/provisioning customers
• Managing post-onboarding customer inquiries, including processing proof requests (e.g., proof of account, proof of transaction)
• Investigating and resolving customer claims and dispute cases in a timely manner
• Evaluating and processing customer refunds in alignment with internal financial guidelines
• Providing ongoing operational lifecycle support for existing accounts to ensure a seamless customer journey Your Qualifications
• English (Other languages is a plus)
• Excellent communication skills
• Ability to work together with multiple compliance teams in remote locations
• Ability to multitask and prioritise
• Ability to work well under pressure and tight time frames
• Prior experience in banking, payments, risk or AML/KYB/KYC function 🎁

What we offer
• 💵 Competitive

salary:
2600–2700 EUR (depending on experience)
• 🥇 Annual bonus program + recognition awards
• 🩺 Health insurance
• 🛟 Life insurance
• 🤯 Mental health support via Ifeel
• 🏢 Office in Vilnius Old Town
• 🍕 Regular social events & celebrations
• 📱 Monthly phone allowance
• 💻 All required tools & equipment
• 🏡 Hybrid work model (office + remote flexibility)
• 📍

Location:
Vilnius, Lithuania
• 🕘

Working hours
9:00–18:00 (occasional coverage during Lithuanian bank holidays) 🌈 Diversity & Inclusion Market Pay is an equal-opportunity employer, committed to building an inclusive environment celebrating diversity, collaboration, and fairness.