Night Customer Support Specialist (crypto-card / crypto-wallet)

Описание

We are a licensed fintech company building infrastructure for stablecoin and digital asset payments. Our products serve both consumers and businesses across 130+ countries. For users, we offer a mobile app that combines a non-custodial crypto wallet and a spending card, enabling people to buy, hold, swap, and spend digital assets in everyday life. Key facts:• 2M+ users globally• 100,000+ transactions daily• Fully authorized across the EEA. PCI DSS - certified• Backed by top-tier venture capital investors Our team spans engineering, product, compliance, design, and marketing, united by a shared drive to make digital finance accessible. We value ownership, solving hard problems, and learning fast. Location: Remote Department: Customer Support Teams: Crypto Wallet & Cards We’re seeking a Customer Support Specialist (Full-cycle) to join our team and play a key role in our mission. If you're a problem-solver with a passion for helping others and a knack for detail, we want to hear from you. To be clear: you will be the face of our business and a true product expert. CS Specialist is responsible for the end-to-end resolution of client requests - managing everything right up to the point of deep technical integration. To do this, you will partner closely with Legal, Compliance, Development, QA, and other internal teams to ensure our clients get the solutions they need. Key responsibilities: Full-cycle resolution: take ownership of incoming queries. You don't just "escalate" problems; you investigate them, understand the root cause, and drive them to resolution. Communicate with and assist our business partners and users, ensuring a smooth experience. Contribute to and maintain our internal knowledge base to keep information current. Client advocacy: represent the "voice of the customer" internally to help us improve our tools and processes. Act as the bridge between the client and our internal machinery. You will work directly with: Legal & Compliance: to resolve verification or regulatory questions. Development & QA: to identify bugs, reproduce errors, and track fixes. Product expertise: develop a deep understanding of our payment product. You should know the product better than the client does, allowing you to offer advice, not just answers. Working with support platforms like Zendesk, Intercom, and Jira. Work schedule 2/2 shift pattern: only two 12-hour day shifts (8:00 PM to 8:00 AM UTC+2 / UTC +3). Required skills (Must-have) Proven experience in a customer support role with crypto wallets or cards. Minimum 2 years. Fluency in English (at least B2+ level) for all customer communication, which is text-based only (no voice calls). Native Russian / Belarusian speaker with excellent written skills Exceptional attention to detail, a proactive mindset, and a strong focus on customer satisfaction. Solid understanding of payment processes (3DS, chargebacks, settlements, holds) and the ability to analyze and resolve complex cases and disputes. Why join us? Fully remote work with flexible hours, supporting a diverse, globally distributed team. 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. Ready to make an impact? If you have the skills and the drive to help us build the future of digital finance, we want to hear from you. Apply now and join our team!