Utorg Labs

Customer Support Manager, Payments

Utorg Labs

full-time

Posted on:

Location Type: Remote

Location: United States

Visit company website

Explore more

✨ AI Apply
Apply

About the role

  • 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 enquiries.
  • 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.

Requirements

  • English language proficiency at B2+ level or above and Russian language proficiency, with strong communication skills in both written and spoken forms.
  • Strong functional knowledge of payment processes, including payment gateways, troubleshooting transactions, and financial compliance basics.
  • Proven experience in a customer support role, ideally within a fintech, payments, or 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 towards learning new support tools and payment technologies.
Benefits
  • Fully remote work with flexible hours
  • Clear opportunities for career growth and professional development within the rapidly expanding fintech space
  • Continuous learning environment with access to tools, resources, and guidance from industry experts
  • Open and constructive feedback culture, including regular 1:1s and transparent performance reviews
  • The chance to make an impact on how users interact with innovative financial technologies
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
payment processespayment gatewaystroubleshooting transactionsfinancial compliance
Soft Skills
communication skillsempathypatienceadaptabilityproactive attitude