[Remote] Customer Support Specialist (Crypto-wallet & Card)

Note: The job is a remote job and is open to candidates in USA. Utorg Labs is an innovative fintech company that develops products at the intersection of traditional finance and blockchain technology. They are seeking a Customer Support Specialist to handle support tasks, analyze customer problems, and collaborate with other departments to ensure customer satisfaction.

Responsibilities

• 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
• Communication, monitoring, and assistance to merchants
• Collaborating with other departments to address customer tasks and issues
• Expanding and maintaining an internal knowledge base to keep it up to date

Skills

• 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, Ukrainian & Russian language - spoken level C2 or fluent, 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
• 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

Benefits

• 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

Company Overview