Customer Support Specialist, Cryptowallet & Card

Utorg Labs

Customer Support Specialist providing support in fintech and crypto environments with a focus on customer satisfaction and problem resolution during night shifts remotely.

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

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Proven experience in a similar customer support role, ideally within fintech, crypto, or tech-driven environments
English language proficiency at least B2+ level
Russian language - spoken level C1 or higher, with strong written skills
Attention to detail, responsibility, proactiveness, and customer orientation
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

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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

Hard Skills & Tools

customer supportpayment processes3DSchargebacksettlementholdcase analysisdispute resolutionescalation management

Soft Skills

attention to detailresponsibilityproactivenesscustomer orientationcommunicationcollaboration

Certifications

Bachelor's degreeDiploma