Relationship Manager

2 weeks ago

Limassol Municipality, Limassol, Cyprus HAPIC Full time €40,000 - €80,000 per year

About the Company

HAPIC LTD is licensed as an Electronic Money Institution (EMI) by the Central Bank of Cyprus.

Our team is creating global digital settlement services for small and medium-sized enterprises in the European Union.

We are actively developing a wide range of payment products to serve SME clients across Cyprus and the EU/EEA at the highest level. To support our current services and upcoming launch, we are expanding our team.

About the role:

We're looking for a
Relationship Manager

who will build strong, trust-based relationships with our clients and ensure they have an excellent experience with our services.

This role combines elements of
customer support, customer success, and operational management — ideal for someone who loves solving problems, improving processes, and helping clients to succeed.

What you'll do:

  • Addressing customer issues over the phone, web chat and email
  • Helping customers during the onboarding process and account opening processes
  • Analyzing customer feedback and proposing ideas for product improvement
  • Testing hypotheses with the product team;
  • Navigate and understand the CBC and EU regulatory requirements to prevent onboarding delays;
  • Lead and manage daily customer operations (including account opening, payments), ensuring fast, clear, and effective service for our clients;
  • Communicate with customers in English and Russian via chat, phone, and helpdesk systems (Greek is a plus);
  • Manage billing- and contract-related inquiries in the b2b space;
  • Organize and maintain an internal knowledge base and ensure quality across all support channels;
  • Manage and mentor the support team, including hiring, training, and task distribution;
  • Collect and analyze user feedback to identify trends, pain points, and areas for improvement;
  • Collaborate with the product team to test ideas, suggest improvements, and support product development;
  • Document technical issues, report bugs, and support the development of technical documentation;
  • Work cross-functionally with product, development, and operations to streamline communication and issue resolution;
  • Work with tools like CRM systems, service desk software, and task managers (jira is a plus);
  • Develop and implement strategies to enhance customer satisfaction and loyalty.
  • Prepare regular reports on customer support performance, detailing key metrics and trends, and provide insights and recommendations to senior management for decision-making.

What you will need:

  • 3+ years of experience in Customer Support, Customer Success, or Relationship Management, ideally in a fintech, EMIs or corporate banking.
  • Excellent communication skills in English and Russian (verbal and written).
  • Strong team player, with empathy, collaborative, and problem-solving mindset.
  • Strong analytical and organizational skills.
  • Hands-on experience with CRM systems or similar tools, , Sumsub, google suite, and project management platforms (e.g. Jira).
  • A proactive approach to improving processes and the customer journey.

What we offer:

  • Full-time work in a beautiful new office in the center of Limassol;
  • Competitive salary aligned with your experience and performance;
  • Paid lunch;
  • 21 calendar days of paid vacation per year;
  • A supportive and experienced international team;
  • Registration of a work visa;
  • Opportunity to work in a licensed and fast-growing fintech company;
  • The ability to directly impact product, processes, and client satisfaction;

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