Customer Support Specialist (Native Russian speaking)

We're a dynamic, forward-thinking tech company dedicated to building innovative solutions that are reshaping the digital landscape (Fintech).

We’re seeking a Customer Support Specialist (mixed L1/L2) to join our team and play a key role in our mission. If you're a problem-solver with a passion for helping others and a knack for detail, we want to hear from you.

Key responsibilities:

• Manage and resolve support tickets, from initial inquiry to final resolution or escalation.

• Investigate customer issues, identify root causes, and provide clear, effective solutions.

• Communicate with and assist our business partners and users, ensuring a smooth experience.

• Collaborate with other teams to tackle complex customer problems.

• Contribute to and maintain our internal knowledge base to ensure information is always current.

Work schedule

• This role follows a 4/4 shift pattern: two 12-hour day shifts (8:00 AM to 8:00 PM UTC+3) followed by two 12-hour night shifts (8:00 PM to 8:00 AM UTC+3).

Required skills

• Proven experience in a customer support role, preferably in a fintech, crypto, or tech-focused environment.

• Fluency in English (at least B2+ level) for all customer communication, which is text-based only (no voice calls).

• Native Russian speaker with excellent written skills.

• Exceptional attention to detail, a proactive mindset, and a strong focus on customer satisfaction.

• Solid understanding of payment processes (3DS, chargebacks, settlements, holds) and the ability to analyze and resolve complex cases and disputes.

Nice-to-Have

• Experience with support platforms like Zendesk, Intercom, and Jira.

• A degree or background in a STEM or business-related field. We welcome recent graduates and those new to the tech industry.

Why join us?

• Work with innovative, cutting-edge technology products.

• Enjoy the flexibility of a fully remote position.

• Receive a competitive salary with regular performance-based reviews.

• Access opportunities for professional growth and skill development.

• Benefit from clear career paths, with options for vertical advancement or lateral moves across different teams