Customer Support Specialist
New
U
UtorgFintech / Crypto
United States, 2/2 night shifts (20:00 to 8:00) UTC+3Full-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English B2+ level, Russian C1 or higher
- Required Skills
- JiraZendeskCustomer support
Requirements
- Proven experience in a similar customer support role, ideally within fintech, crypto, or tech-driven environments.
- English language proficiency at least B2+ level.
- Russian language skills at C1 level or higher (spoken and written).
- Strong knowledge of payment processes (3DS, chargeback, settlement, hold).
- Ability to analyze complex cases, disputes, and escalations.
- Attention to detail, responsibility, proactiveness, and customer orientation.
- Experience with Zendesk, Intercom, or Jira is preferred.
- Diploma or Bachelor's in STEM or business-related fields is a plus.
- Experience with crypto assets (buying BTC, airdrops) is a plus.
Responsibilities
- Handle support tasks with control over resolution or escalation through the ticketing process.
- Analyze customer problems, identify root causes, and provide effective solutions to ensure customer satisfaction.
- Communicate, monitor, and assist merchants.
- Collaborate with other departments to address customer tasks and issues.
- Expand and maintain an internal knowledge base to keep it up to date.
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