Customer Support Specialist (Crypto-wallet & Card)
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Key skills for this role
About the Role
Jobgether is seeking a Customer Support Specialist for a fintech and crypto ecosystem, supporting users and merchants with digital wallet and card-based payment products. The role involves resolving technical and transactional issues, working remotely on night shifts.
Key Skills for This Role
Responsibilities
- Handle customer support tickets end to end, ensuring proper resolution or escalation when needed
- Analyze customer issues, identify root causes, and provide clear and effective solutions
- Monitor and support merchant related queries and payment related operations
- Collaborate with internal teams to resolve technical, operational, and product related issues
- Maintain and continuously improve the internal knowledge base and support documentation
- Ensure accurate tracking and management of cases through ticketing systems
- Communicate professionally with customers in written English across all interactions
- Support complex payment related investigations including transaction disputes and escalations
Requirements
- Proven experience in a customer support role (L1/L2), preferably in fintech, crypto, or SaaS environments
- Strong understanding of payment systems, including 3DS, chargebacks, settlements, holds, and transaction flows
- Excellent written English communication skills (B2+ or higher)
- Fluent or native level proficiency in Ukrainian and Russian, with strong written skills
- Strong attention to detail, responsibility, and a customer first mindset
- Ability to analyze complex cases, identify issues, and follow structured troubleshooting logic
- Ability to work night shifts (20:00 08:00 UTC+3) on a 2/2 schedule
Full Job Posting
Role Overview
- This role places you at the heart of a fast evolving fintech and crypto ecosystem, where you will support users and merchants interacting with digital wallet and card based payment products.
- You will be responsible for ensuring smooth customer experiences by resolving technical and transactional issues across a variety of payment flows.
- Working in a fully remote, international environment, you will interact primarily via written communication in English while collaborating with cross functional teams to troubleshoot and escalate complex cases.
- This is a night shift role suited for someone detail oriented, proactive, and motivated by fintech innovation.
Accountabilities
- Handle customer support tickets end to end, ensuring proper resolution or escalation when needed
- Analyze customer issues, identify root causes, and provide clear and effective solutions
- Monitor and support merchant related queries and payment related operations
- Collaborate with internal teams to resolve technical, operational, and product related issues
- Maintain and continuously improve the internal knowledge base and support documentation
- Ensure accurate tracking and management of cases through ticketing systems
- Communicate professionally with customers in written English across all interactions
- Support complex payment related investigations including transaction disputes and escalations
Requirements
- Proven experience in a customer support role (L1/L2), preferably in fintech, crypto, or SaaS environments
- Strong understanding of payment systems, including 3DS, chargebacks, settlements, holds, and transaction flows
- Excellent written English communication skills (B2+ or higher), as all customer interactions are text based
- Fluent or native level proficiency in Ukrainian and Russian, with strong written skills
- Strong attention to detail, responsibility, and a customer first mindset
- Ability to analyze complex cases, identify issues, and follow structured troubleshooting logic
- Experience with tools such as Zendesk, Intercom, or Jira is a plus
- Background in STEM or business related studies is appreciated; students or recent graduates are welcome
- Interest or exposure to crypto and digital assets is considered an advantage
- Ability to work night shifts (20:00 08:00 UTC+3) on a 2/2 schedule in a fully remote setup
Benefits
- Fully remote work environment with flexible structure
- Competitive salary with regular performance based reviews
- Opportunity to work with innovative fintech, crypto wallet, and payment products
- Exposure to global teams and international customer operations
- Clear career progression paths across support, operations, and other departments
- Continuous learning and skill development in fintech and digital payments
- Hands on experience in cutting edge blockchain and stablecoin infrastructure
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