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Customer Support specialist

Administrative & Customer Support
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About the employer

“Trek Technologies” SIA is building the European arm of Backpack: a licensed crypto-asset service provider and payment institution, supervised by Latvijas Banka. Locally, they are a small, fast-moving team where every hire owns real problems from day one and backed by the global scale and resources of the whole Backpack group.

Job description

Key Responsibilities

The company is  looking for a Latvian-speaking Customer Support Officer to be the face and voice of Backpack EU for our clients, handling everyday support  and owning complaint handling end-to-end. It’s a hands-on, client-facing role paired with a formal regulatory mandate: the successful candidate will act as the company’s designated responsible person for the maintancence of Backpack EU Complaint Register.

Customer Support

  • Be the go-to person for our clients – first point of contact for queries and ticketing, in Latvian and English, covering product related, onboarding, KYC/AML, transactions or exchange questions.
  • Triage and resolve issues according to internal policies and procedures, looping in respective Backpack EU regulatory, legal, AML/KYC, product and technical team members as needed, and feed recurring patterns back to the Customer Support team lead.
  • Keep accurate records of every interaction, stay current on Backpack EU’s products, and handle it all with the confidentiality and data protection rigor demands.

Complaint Handling & Regulatory Register

  • Investigate, decide on, and respond to complaints in writing within required timeframes, sending confirmations of receipt without delay.
  • Keep the Complaint Register accurate and up to date, and escalate complex or non-routine cases to the Regulatory Compliance Officer and Board.
Requirements

Essential

  • Fluent Latvian, plus professional English for communication with colleagues and customers.
  • 2+ years in customer support in fintech, crypto, banking, or another regulated financial services environment.
  • Strong written communication and attention to detail, comfortable explaining technical or regulatory concepts clearly to BackpackEU users.
  • Sound judgement handling sensitive / crypto assets’ related client matters.

Strong Advantages

  • Prior experience at a licensed payment institution, EMI, or crypto exchange.
  • A genuine, informed interest in crypto – someone who follows the space and is motivated by building compliant crypto infrastructure in the EU, not just here for a job.
Company offers
  • The opportunity to join an international team and help build a regulated crypto business within the European Union.
  • Full ownership of your area of responsibility and the opportunity to grow together with the company.
  • Flexible working model – fully remote within Latvia.
  • Health insurance after the probation period.
Daiga Hildebrante
dh@afr.lv +37127499704
Interested? Apply now!