Customer Support, Payments & Billing

This is a fully remote position, open to applicants in Ukraine.

📋 Description

• Monitoring of payment infrastructure and key metrics

• Handling payment incidents: failed payments, refunds, disputes/chargebacks

• Investigating complex payment cases: unauthorized payments, chargeback threats, suspicious transactions, and identifying root causes

• Communicating with users regarding payment issues through ticket-based systems

• Working on fraud cases and analyzing fraud patterns

• Collaborating with stakeholders from product, support, payments, and compliance

• Working evening/night shifts primarily focused on operations, monitoring, and incidents

⛳️ Requirements

• Basic understanding of online payments and fraud patterns

• English proficiency — B1+, both spoken and written

• Willingness to work night shifts (19:00 — 3:00)

• Analytical approach to problem investigation

• Ability to work in a multitasking environment with frequent changes in approaches

• Experience with SLAs and escalations

• Desire to improve processes and proactively share ideas

• Practical experience with failed payments, refunds, disputes, and understanding the chargeback lifecycle — a plus

• Experience with ticket-based systems (Zendesk or similar) — a plus

• Willingness to take ownership of tasks and see them through to completion — a plus

🏝️ Benefits

• Real impact on payment processes and the business

• Career growth linked to results, KPIs, and ownership

• Opportunity for networking and sharing expertise with colleagues from other teams and projects within the holding

• A trusted team with space for initiative; 99% of processes are established and documented

• Salary review immediately after the probation period and every six months thereafter

• Monthly bonuses for good performance

• Medical insurance

• Sick leave

• 18 days of paid vacation per year

• Remote work by default