Payment Support Specialist
"What You'll Be Doing"
What You'll Be Doing
Deliver customer support via email, chat, and ticketing systems in a remote setting
Handle payment-related queries quickly and accurately, including transaction status, payment troubleshooting, and general account questions
Explain payment flows, processes, and options to customers clearly
Troubleshoot and resolve customer issues through detailed investigation and collaboration with internal teams
Document user feedback and work with product teams to refine services
Maintain accurate records of customer interactions and payment issues in the CRM
Contribute to developing and improving support documentation and FAQs
Work a 3/3 rotation schedule (2 days / 1 night)
What We're Looking For
English proficiency at B2+ level or above, plus Russian language proficiency, with strong written and spoken communication skills
Strong functional knowledge of payment processes, including payment gateways, transaction troubleshooting, and basic financial compliance
Proven experience in a customer support role, ideally within fintech, payments, or a 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 toward learning new support tools and payment technologies
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
Bonus Points
Experience with fintech, cryptocurrency, or other digital payment systems
Previous experience working remotely or in distributed teams
Familiarity with support automation tools, knowledge bases, and CRM systems
Why Join Us
Fully remote work with flexible hours, supporting a diverse, globally distributed team
Clear opportunities for career growth and professional development in the fintech space
A continuous learning environment with access to tools, resources, and guidance from industry experts
An open 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 Apply?
To submit your application for this position, please visit Utorg's official website and follow their application process.