Customer Support Specialist (cryptowallet & card | night shifts)

Навыки

• Внимание к деталям
• B2B-продажи
• ISO 27001 / PCI DSS
• Jira
• База знаний
• Ruby on Rails
• Первая и вторая линия

О компании и продукте

• Founded in 2019, Utorg builds the infrastructure behind stablecoin payments: on- and off-ramps, self-custodial wallets, and crypto cards. Over 2 million users across 130+ countries already buy, hold, and spend crypto through our app. On the B2B side, the same rails power 2,100+ platforms, with $2.4B+ moved to date.
• Fully MiCA-authorized across the EEA. PCI DSS Level 2 certified and backed by Dragonfly, TA Ventures, and Hypra.
• We are an international team of young and ambitious professionals united by a passion for innovation and a belief in the decentralized world. We are now looking for a Customer Support Specialist (L1/L2) to strengthen our team and contribute to the success of our products.

Задачи

• Handling support tasks with control over resolution or escalation through the ticketing process
• Analyzing customer problems, identifying root causes, and providing effective solutions to ensure customer satisfaction
• Communicating, monitoring, and assisting merchants
• Collaborating with other departments to address customer tasks and issues
• Expanding and maintaining an internal knowledge base to keep it up to date
• Work schedule: 2/2 night shifts (20:00 to 8:00) UTC+3

Требования

• Proven experience in a similar customer support role , ideally within fintech, crypto, or tech-driven environments
• English language proficiency at least B2+ level, since we communicate with our customers in English
• All communication with customers is via text, no voice chats
• Also, Russian language - spoken level C1 or higher, with strong written skills (able to write clearly and correctly)
• Attention to detail, responsibility, proactiveness, and customer orientation - as basic and cliché as it sounds, it's an important quality since we are building financial products, and it's extremely important to pay close attention to the issue at hand and determine what exactly is going on and why
• Strong knowledge of payment processes (3DS, chargeback, settlement, hold) and ability to analyze complex cases , disputes, and escalations
• It's cool if you have
• Experience with Zendesk, Intercom, and Jira
• Diploma or Bachelor's in STEM or business-related fields - we are totally cool with hiring students or people who just finished their education and are trying to break into IT
• Touched crypto in some way - either via buying some BTC, participating in airdrops, or something similar
• Why join the company?
• Work with cutting-edge fintech products
• Flexible remote work
• Competitive salary with regular reviews based on your growth and contribution
• Opportunities to deepen your expertise and expand your skills in international fintech products
• Clear career paths: vertical growth within the team or horizontal moves across departments

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