Experienced Full Stack Customer Support Specialist – FinTech Payment Solutions
At arenaflex, we're revolutionizing the way people and businesses make payments across the globe. As a leading Electronic Money Institution (EMI) authorized by the FCA in the UK, FINTRAC in Canada, and MFSA in Malta, we operate in 140 countries and over 25 industries, offering multicurrency IBANs, merchant solutions, and mass payment options. Our premium and convenient payment services are a preferred solution for local and international payments, all available through one platform and contract. We're seeking an experienced Full Stack Customer Support Specialist to join our team. As the primary point of contact for customers seeking assistance with our products and services, you'll play a critical role in ensuring a high level of customer satisfaction and loyalty by providing timely, effective, and empathetic solutions to customer issues. This role requires a blend of communication and financial skills, as well as a customer-first mindset.
Your Regular Tasks
As a Full Stack Customer Support Specialist, your responsibilities will include:
- Responding to incoming requests from clients via email, chat, and occasional phone calls
- Processing complaints and providing solutions and assistance to clients within a specified time frame due to the internal SLA
- Escalating, where necessary, and controlling tasks completed by other departments in Jira
- Escalating various issues and monitoring their resolution to the relevant contact persons in accordance with the SLAs and defined escalation channel
- Updating articles in Confluence on an ad hoc basis or regularly, in the specific area the CS agent is responsible for
- Shadowing work for other departments in support (AML, KYB, KYC Teams)
- Onboarding B2B clients through the ticketing system
Skills & Expectations
To succeed in this role, you'll need:
- A minimum of 1 year of experience in a customer support role (L1), preferably within a FinTech, EMI, or regulated financial services environment
- Proven ability to effectively respond to incoming client requests across various channels, including emails, chats, and occasional phone calls
- Demonstrated ability to process client complaints, provide effective solutions, and offer assistance within specified internal SLAs
- Experience with escalating issues to relevant internal departments (e.g., in Jira) and diligently monitoring their resolution in accordance with defined escalation channels and SLAs
- A genuine customer-centric mindset, with a proactive approach to identifying opportunities to offer additional services and enhance customer activity
- Experience with specific ticketing systems or CRM platforms
- Fluent English (written and verbal) and Ukrainian (or Russian)
What You'll Get
As a Full Stack Customer Support Specialist at arenaflex, you'll enjoy:
- A clear career path with opportunities for high-performing employees to advance into Senior roles or transition to other departments, fostering continuous growth and development
- Branded merch and corporate events at least once a year
A Bit More About Us
At arenaflex, we offer a wide range of professional experience and opportunities to boost your career in FinTech. Our advanced payment product allows you to get a wide range of professional experience and boost your career in fintech. We offer dedicated multicurrency IBANs, Checkout (cards and APMs with a rough wallet), Cards, and Mass Payments.
What's In It For You
At arenaflex, specialists are at the heart of our innovation and success. Joining our team means accessing unparalleled opportunities to grow, contribute, and thrive in a dynamic FinTech environment.
- Empowerment Through Professional Development: Yearly allocation for advancing your professional expertise
- Unlock Your Potential: Transparent career growth with opportunities to achieve Lead roles within 1 year, Head roles in 2 years, and even C-level within 4 years, based on exceptional performance
- Make a Lasting Impact: Work on unique projects where your contributions can reshape company-wide processes
- Flexible and People-Centric Culture: Days of paid vacation annually, with the flexibility to transfer unused days or receive compensation
- Compensation & Incentives: Multiple payment options, including Private Entrepreneurship accounts or popular e-wallets
Our Values
At arenaflex, we live by principles that drive us to excellence:
- Ownership & Initiative: Specialists who take charge and make a difference
- Collaboration & Communication: Together, we achieve more by sharing ideas and insights
Become part of a global team redefining FinTech. Your expertise, passion, and ideas will shape the future of payments with arenaflex!
Apply Now
If you're passionate about delivering exceptional customer experiences and want to be part of a dynamic FinTech team, apply now to become a Full Stack Customer Support Specialist at arenaflex. Apply for this job