Support Specialist – Billing & Payments

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

📋 Description

• Monitoring payment infrastructure and key metrics.

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

• Investigating complex payment cases, including unauthorized payments, chargeback threats, and suspicious transactions.

• Identifying root causes of payment issues.

• Communicating with users regarding payment inquiries through ticket-based systems.

• Managing fraud cases and analyzing fraud patterns.

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

• Working in morning, daytime, and evening/night shifts.

• During evening/night shifts — operations, monitoring, and incident management.

⛳️ Requirements

• Basic understanding of online payments and fraud patterns.

• English proficiency — B1+, both spoken and written.

• Willingness to work night shifts (19:00–03:00).

• Analytical approach to problem investigation.

• Ability to work in a multitasking environment with frequent changes in approach.

• Experience working with SLAs and escalations.

• Desire to improve processes and proactively share ideas.

• Practical experience with failed payments, refunds, disputes, and an understanding of the chargeback lifecycle is a plus.

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

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

🏝️ Benefits

• Career growth linked to results, KPIs, and ownership.

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

• Space for initiative and trust within the team.

• Possibility of salary review immediately after the probation period and every six months thereafter.

• Monthly performance bonuses.

• Medical insurance.

• Sick leave.

• 18 days of paid vacation per year.

• Remote work by default.