Customer Support Specialist (Crypto-wallet & Card)
New
India, Night shifts 20:00–08:00 UTC+3Full-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English (B2+), Ukrainian, Russian
- Required Skills
- JiraCustomer supportSaaSZendesk
Requirements
- Proven experience in a customer support role (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, responsibility, and a customer-first mindset
- Ability to analyze complex cases, identify issues, 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
- 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 in a fully remote setup
Responsibilities
- Handle customer support tickets end-to-end, ensuring proper resolution or escalation when needed
- Analyze customer issues, identify root causes, and provide clear and effective solutions
- Monitor and support merchant-related queries and payment-related operations
- Collaborate with internal teams to resolve technical, operational, and product-related issues
- Maintain and continuously 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 across all interactions
- Support complex payment-related investigations including transaction disputes and escalations
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