Customer Support Specialist (Payments/Crypto)

We're a dynamic, forward-thinking Fintech company dedicated to building innovative solutions that are reshaping the digital landscape.

Location: Remote

Department: Customer Support

Teams: Payments or Crypto Wallet & Cards (EU)

We’re seeking a Customer Support Specialist (Full-cycle) to join our team and play a key role in our mission. If you're a problem-solver with a passion for helping others and a knack for detail, we want to hear from you.

To be clear: this is not a standard "ticket-dispatching" role. You won’t just be sorting tickets and passing them off to other departments. You are the face of our business and a true product expert. You will be responsible for the end-to-end resolution of client requests - managing everything right up to the point of deep technical integration.

To do this, you will partner closely with Legal, Compliance, Development, QA, and other internal teams to ensure our clients get the solutions they need.

Key responsibilities:

• Full-cycle resolution: take ownership of incoming queries. You don't just "escalate" problems; you investigate them, understand the root cause, and drive them to resolution.

• Communicate with and assist our business partners and users, ensuring a smooth experience.

• Contribute to and maintain our internal knowledge base to ensure information is always current.

• Client advocacy: represent the "voice of the customer" internally to help us improve our tools and processes.

• Act as the bridge between the client and our internal machinery. You will work directly with:

  • Legal & Compliance: to resolve verification or regulatory questions.

  • Development & QA: to identify bugs, reproduce errors, and track fixes.

• Product expertise: develop a deep understanding of our payment product. You should know the product better than the client does, allowing you to offer advice, not just answers.

• Working with support platforms like Zendesk, Intercom, and Jira.

Work schedule

• CS (Payments) role follows a 3/3 shift pattern: two 12-hour day shifts (8:00 AM to 8:00 PM UTC+2) followed by one 12-hour night shift (8:00 PM to 8:00 AM UTC+2).

• CS (Crypto) role follows a 2/2 shift pattern: only two 12-hour day shifts (8:00 AM to 8:00 PM UTC+2).

Required skills

• Proven experience in a customer support role, minimum 2 years, preferably in a fintech, crypto, or tech-focused environment.

• Fluency in English (at least B2+ level) for all customer communication, which is text-based only (no voice calls).

• Native Russian/Belarusian speaker with excellent written skills.

  • CS (Payments): Native Russian and English (B2+) language proficiency.

  • CS (Crypto): Native Belarusian and English (C1) language proficiency.

• Exceptional attention to detail, a proactive mindset, and a strong focus on customer satisfaction.

• Solid understanding of payment processes (3DS, chargebacks, settlements, holds) and the ability to analyze and resolve complex cases and disputes.

Why join us?

• Fully remote work with flexible hours, supporting a diverse, globally distributed team.
• Clear opportunities for career growth and professional development within the rapidly expanding fintech space.
• Continuous learning environment with access to tools, resources, and guidance from industry experts.
• Open and constructive feedback culture, including regular 1:1s and transparent performance reviews.
• The chance to make an impact on how users interact with innovative financial technologies.