Customer Support Specialist – Cryptowallet, Card

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

📋 Description

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

• Evaluating customer issues, determining underlying causes, and delivering effective solutions to guarantee customer satisfaction.

• Communicating, monitoring, and providing assistance to merchants.

• Collaborating with other departments to resolve customer tasks and concerns.

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

• Work schedule consists of 2/2 night shifts (20:00 to 8:00) UTC+3.

⛳️ Requirements

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

• Proficiency in English at a minimum B2+ level, as communication with customers occurs in English.

• Russian language proficiency at spoken level C1 or above, with strong written communication skills.

• Key qualities include attention to detail, responsibility, proactivity, and a customer-oriented mindset.

• In-depth understanding of payment processes (3DS, chargeback, settlement, hold) and capability to analyze complex cases, disputes, and escalations.

• Familiarity with Zendesk, Intercom, and Jira is advantageous.

• A diploma or bachelor's degree in STEM or business-related fields is preferred.

• Experience in the cryptocurrency industry is valued.

🏝️ Benefits

• Flexible remote working arrangements.

• Competitive salary with regular evaluations based on your growth and contributions.

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

• Defined career paths: potential for vertical advancement within the team or lateral movements across departments.