Customer Support Specialist (Payments)

As a Support Specialist, you’ll handle the full customer request cycle, acting as the company’s first point of contact and collaborating closely with developers, testers, and other teams to improve both processes and the product itself. You will use your expertise to ensure a positive experience for every user, resolving queries, investigating issues, and collaborating closely with the product and tech teams.

This role offers limitless opportunities for growth and learning - your career path is only defined by your curiosity and drive. Full access to the team’s support, all necessary resources, and the chance to dive deep into a non-trivial product.

Key responsibilities

• Deliver world-class customer support via email, chat, and ticketing systems in a remote setting.

• Quickly and accurately handle payment-related queries, including transaction status, payment troubleshooting, and general account enquiries.

• Explain payment flows, processes, and options to customers, ensuring clarity and satisfaction at every step.

• Troubleshoot and resolve customer issues through detailed investigation and collaboration with internal teams.

• Document user feedback and work with product teams to continually refine our services.

• Maintain accurate records of customer interactions and payment issues in our CRM.

• Contribute to the development and improvement of support documentation and FAQs.

Schedule

3/3 rotation (2 days / 1 night)

Essential skills

• English language proficiency at B2+ level or above and Russian language proficiency, with strong communication skills in both written and spoken forms.

• Strong functional knowledge of payment processes, including payment gateways, troubleshooting transactions, and financial compliance basics.

• Proven experience in a customer support role, ideally within a fintech, payments, or digital product environment.

• Ability to empathise with customers, remain patient under pressure, and deliver clear, structured responses.

• Adaptability to rapid change and a proactive attitude towards learning new support tools and payment technologies.

Desirable experience

• Experience with fintech, cryptocurrency, or other digital payments systems.

• Previous experience working remotely or in distributed teams.

• Familiarity with support automation tools, knowledge bases, and CRM systems.

Key soft skills

• Attention to detail and accuracy in problem resolution and communication.

• Critical thinking and a structured approach to troubleshooting.

• Ability to work independently as part of an international, collaborative team.

• Initiative, flexibility, and willingness to drive process or product improvements based on customer insight.

• Excellent time management and resilience in high-paced environments.

What we offer

• Fully remote work with flexible hours, supporting a diverse, globally distributed team.

• Clear opportunities for career growth and professional development within the rapidly expanding fintech space.

• Continuous learning environment with access to tools, resources, and guidance from industry experts.

• Open and constructive feedback culture, including regular 1:1s and transparent performance reviews.

• The chance to make an impact on how users interact with innovative financial technologies.

Ready to join our team? If you’re passionate about supporting users and building the future of finance, we invite you to apply and become a part of Utorg’s journey today!