Customer Support Specialist (Fintech, Remote)

Job summary

This role is focused on providing customer support for digital wallet and card-based payment products within a rapidly evolving fintech and crypto environment. The position is fully remote and involves resolving technical and transactional issues to ensure a smooth customer experience.

Qualifications

• Proven experience in customer support (L1/L2), preferably in fintech, crypto, or SaaS environments.
• Strong understanding of payment systems, including 3DS, chargebacks, settlements, holds, and transaction flows.
• Excellent written English communication skills (B2+ or higher).
• Fluent or native-level proficiency in Ukrainian and Russian, with strong written skills.
• Strong attention to detail and a customer-first mindset.
• Ability to analyze complex cases and follow structured troubleshooting logic.
• Experience with tools such as Zendesk, Intercom, or Jira is a plus.
• Background in STEM or business-related studies is appreciated; students or recent graduates are welcome.
• Interest or exposure to crypto and digital assets is considered an advantage.
• Ability to work night shifts (20:00–08:00 UTC+3) on a 2/2 schedule.

Responsibilities

Benefits

• Manage customer support tickets from start to finish, ensuring proper resolution or escalation.
• Analyze customer issues, identify root causes, and provide effective solutions.
• Support merchant-related queries and payment operations.
• Collaborate with internal teams to resolve technical and operational issues.
• Maintain and improve the internal knowledge base and support documentation.
• Ensure accurate tracking and management of cases through ticketing systems.
• Communicate professionally with customers in written English.
• Assist in complex payment-related investigations, including transaction disputes.
• Fully remote work environment with flexible structure.
• Competitive salary with regular performance-based reviews.
• Opportunity to work with innovative fintech and payment products.
• Exposure to global teams and international customer operations.
• Clear career progression paths across support and operations.
• Continuous learning and skill development in fintech and digital payments.