Utorg Labs

Account Manager

• Lead, mentor, and grow the KAM team — setting clear performance expectations, running 1:1s, and building individual development plans for each manager.
• Own the department's OKR and KPI framework: Approval Rates, Conversion Rates, Volume Growth, Net Revenue Retention.
• Hire and onboard new Account Managers as the business scales; design onboarding materials and internal training programs.
• Foster a 'Business Owner' mindset across the team — shifting from reactive support to proactive revenue generation.
• Personally manage the top-tier merchant portfolio — acting as a strategic advisor and trusted partner, not just a point of contact.
• Drive revenue within the existing portfolio through upselling new payment methods, cross-selling Utorg products, and increasing processing volumes.
• Lead quarterly business reviews (QBRs) with key stakeholders, focused on performance metrics, ROI, and growth roadmaps.
• Analyze client transaction data to identify conversion rate drops, revenue leakage, and untapped volume opportunities.
• Develop and execute the Account Management strategy — including client segmentation, tiering, and retention playbooks.
• Act as the voice of the merchant within Utorg: collaborate with Integration, Support, Legal, Finance, and Product to deliver seamless client experiences.
• Feed the Product team with competitive insights and market intelligence that directly drive conversion and revenue improvements.
• Partner with Sales and BD teams to ensure smooth client handoffs and alignment on commercial terms and pricing.

Head of Account Management

QA Engineer

• Test complex fintech and crypto workflows, including transactions, card operations, swaps, KYC flows, asset transfers, and fiat on/off-ramps.
• Participate in feature design and delivery, identifying risks and quality considerations early in the development lifecycle.
• Investigate production issues, reproduce defects, and ensure root causes are addressed.
• Collaborate with developers on automated testing strategy and coverage.
• Design comprehensive test scenarios and acceptance criteria.
• Review automated test implementations to ensure meaningful coverage of business-critical functionality.
• Contribute to a quality-first engineering culture where testing is embedded into the development process.
• Support incident investigations, post-mortems, and continuous reliability improvements.
• Monitor product health using observability and analytics tools.
• Influence product and engineering decisions through data, technical analysis, and risk assessment.
• Help teams balance delivery speed with product reliability and customer trust.

QA Engineer – Mobile

Customer Support

• 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 inquiries
• 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

Customer Support Specialist, Payments

• 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

Customer Support Specialist, Cryptowallet & Card

Software Engineer

• Evolve our mature non-custodial crypto wallet by adding new capabilities.
• Own the core of the app — send/receive, balances, transaction history, swap/bridge, on-ramp — and lead its product extensions, including the crypto card and IBAN experience: payments, subscriptions, physical card integration, and onboarding additional card providers across new geographies.
• Own features end-to-end — from planning and architectural design to implementation, testing, production monitoring, and iterative improvement based on real user feedback.
• Collaborate closely with Product and Design teams to deeply understand user needs, shape product direction, and co-create solutions that deliver tangible value.
• Partner with QA and backend engineers to ensure strong quality control through clear documentation, reproducible testing flows, and knowledge sharing.
• Take part in a shared on-call rotation — roughly one week a month.
• Communicate clearly and proactively by producing technical documentation and guides for internal teams, and occasionally showcase product demos for support and operations.

Senior React Native Developer – Crypto Wallet, Card

• 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.

Customer Support Specialist – Night Shifts

Support Engineer

• Incident ownership: Manage complex incidents from triage through resolution, coordinate cross-functional resources, conduct post-incident reviews, and communicate promptly with stakeholders.
• Technical investigation: Analyze logs, traces, metrics, and data queries to diagnose issues across backend services, integrations, payment rails, and custody systems.
• Reproduce issues in test environments as needed.
• Escalation and collaboration: Partner with Engineering, DevOps, and Product teams to prioritize fixes, develop mitigation plans, and track progress toward resolution.
• Knowledge management: Develop and maintain technical runbooks, troubleshooting guides, and customer-facing incident updates.
• Coach L1/L2 agents on common issues and their resolutions.
• Monitoring and alerting: Define effective alerts, adjust thresholds, and reduce noise to improve incident detection and response times.
• Release support: Participate in release reviews, validate deployments in staging and production, and conduct targeted post-release checks to detect regressions early.
• Continuous improvement: Lead initiatives to eliminate recurring incidents, automate investigations, and enhance observability and telemetry across the stack.
• Customer communication: Deliver clear, timely, and professional updates to customers and stakeholders throughout incident lifecycles, ensuring expectations are managed and outcomes are documented.

Technical Support Agent

• Manage a portfolio of existing partners, focusing on retention and revenue maximization
• Proactively identify opportunities to increase processing volumes
• Move beyond transactional conversations to become a trusted advisor
• Conduct regular performance reviews and strategy sessions with key stakeholders
• Keep a close eye on KPIs and troubleshoot proactively to maintain performance

Strategic Key Account Manager – Payments Solutions

• Test Strategy & Planning: Design and maintain test plans, test cases, and checklists for web and mobile features, prioritising risk-based coverage and regulatory requirements.
• Manual Testing Execution: Execute exploratory, functional, regression, and acceptance testing across different environments and devices.
• Cross-functional Collaboration: Work with Product Managers, Developers, and Support to define acceptance criteria, participate in grooming sessions, and provide early quality feedback during discovery.
• Documentation & Reporting: Maintain test documentation, produce actionable bug reports, and communicate quality metrics and release risk to stakeholders.
• Continuous Improvement: Contribute to improving QA processes, introduce practical checklists, and collaborate with engineers to increase testability and automation coverage over time.