Customer Support Specialist, Payments

Utorg Labs

Support Specialist providing world-class customer support via various channels for a fintech company. Collaborating with internal teams to ensure user satisfaction and service refinement.

Posted 6/4/2026full-timeRemote • 🇦🇪 United Arab EmiratesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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 empathize 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
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

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

payment processespayment gatewaystroubleshooting transactionsfinancial compliance

Soft Skills

communication skillsempathypatienceadaptabilityattention to detailcritical thinkinginitiativeflexibilitytime managementresilience