Customer Support Specialist – Crypto-wallet, Card

This is a fully remote position, open to applicants in United Arab Emirates (UAE).

📋 Description

• Managing support tasks while ensuring resolution or escalation through the ticketing system.

• Evaluating customer issues, pinpointing root causes, and delivering effective solutions to guarantee customer satisfaction.

• Providing communication, monitoring, and assistance to merchants.

• Working in collaboration with other departments to resolve customer tasks and concerns.

• Developing and maintaining an internal knowledge base to ensure it remains current.

⛳️ Requirements

• Demonstrated experience in a comparable customer support position, preferably within fintech, crypto, or technology-driven sectors.

• Proficiency in English at a minimum B2+ level, as all customer interactions are conducted in English.

• All communication with customers occurs via text; no voice calls are involved.

• Proficient in Ukrainian and Russian at level C2 or fluent, with strong written communication skills (capable of writing clearly and correctly).

• Attention to detail, accountability, proactivity, and a customer-centric approach are essential qualities, especially as we develop financial products where close attention to detail is crucial for understanding issues.

• Solid understanding of payment processes (3DS, chargeback, settlement, hold) and the capability to analyze intricate cases, disputes, and escalations.

• Preferred: Experience with Zendesk, Intercom, and Jira.

• A diploma or Bachelor's degree in STEM or business-related fields is welcomed; we are open to hiring students or recent graduates looking to enter the IT field.

• Experience with cryptocurrency in some capacity, such as buying BTC, participating in airdrops, or similar activities.

🏝️ Benefits

• Engage with innovative fintech products.

• Enjoy flexible remote working arrangements.

• Receive a competitive salary with regular reviews based on your development and contributions.

• Access opportunities to enhance your expertise and broaden your skills in international fintech products.

• Clear career progression paths: opportunities for vertical advancement within the team or lateral moves across departments.