Customer Support Associate – Tallinn

About the role

Penfold is building the pension platform of the future and is looking for a Customer Support Associate to join its Tallinn team. You will be the first point of contact for customers, delivering a 5‑star experience across phone, email and chat. The role is focused on resolving inquiries quickly and contributing to continuous improvement of the support process.

Key responsibilities

• Answer customer questions and address concerns via phone, email and live chat.
• Navigate multiple internal systems to process requests and perform operational tasks.
• Identify and propose enhancements to improve service quality and efficiency.
• Collaborate closely with support, operations and other departments to ensure seamless customer experience.
• Contribute to the development and optimisation of support processes and best practices.

Required profile

• Based in Tallinn, Estonia (EU citizen, permanent resident or holder of a non‑sponsorship work permit).
• Excellent verbal and written English communication skills.
• Strong problem‑solving ability and empathetic, professional attitude towards customers.
• Quick learner, adaptable to changing processes and able to multitask in a fast‑paced environment.
• Proactive mindset with ideas for improving personal and team performance.

Required skills