Customer Support Specialist (Payment solutions)

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

Location: Remote

Department: Support

Teams: Payments (EU)

We’re seeking a Customer Support Manager (Full-cycle / L1 + L2) 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.

• 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 to ensure a smooth experience.

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

• 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

• 3/3 shift pattern: two 12-hour day shifts (8:00 AM to 8:00 PM with a lunch time-off) followed by one night shift (8:00 PM to 8:00 AM UTC+3) and 3 days off

Required skills

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

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

• Russian/Belarusian speaker with excellent written skills

• 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.
• Unlimited Paid Time Off ​​​​​​with a flexible and trust-based approach to vacations and personal time. We understand that emergencies happen. Team members can take time off during the workday when needed for urgent personal or family matters, with minimal bureaucracy.
• Sustainable workload designed to prevent burnout, with an average volume of approximately 50–70 customer requests per shift.
• Focus on quality support rather than excessive ticket quotas or unrealistic performance targets.
• 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.