This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Payment Support Specialist based in United Kingdom.
As a Payment Support Specialist, you will play a key role in delivering seamless customer experiences within a fast-growing fintech environment at the intersection of traditional finance and blockchain technology. You will serve as a primary point of contact for users and partners, helping them navigate payment processes, resolve transaction issues, and understand financial products. Working closely with product, engineering, and testing teams, you will investigate complex cases and contribute to continuous improvements in service quality. This role offers hands-on exposure to payment gateways, digital assets, blockchain-based solutions, and compliance-related processes. You will join an international, fully remote team that values initiative, collaboration, and continuous learning. With opportunities to influence product development through customer feedback, you can make a meaningful contribution to the reliability and usability of innovative financial services.
- Customer support: Deliver high-quality customer assistance through email, live chat, and ticketing systems, ensuring timely, professional, and helpful responses.
- Payment issue resolution: Handle payment-related inquiries, including transaction status, failed payments, troubleshooting, and general account questions.
- Payment process guidance: Explain payment flows, available options, and transaction procedures clearly to users and partners, helping them navigate financial services confidently.
- Investigation and troubleshooting: Analyze customer issues, identify root causes, and collaborate with technical teams to resolve complex payment and account-related problems.
- Cross-functional collaboration: Work closely with developers, testers, product managers, and other internal stakeholders to investigate incidents and improve platform performance.
- Customer feedback and product improvement: Identify recurring issues, document user feedback, and share actionable insights that help improve products, payment processes, and customer satisfaction.
- CRM and case management: Maintain accurate, detailed records of customer interactions, payment incidents, and resolutions within CRM and ticketing systems.
- Support documentation: Contribute to the creation, maintenance, and improvement of FAQs, internal knowledge bases, troubleshooting guides, and customer support documentation.
- Process optimization: Identify opportunities to streamline support workflows, improve response quality, and enhance operational efficiency through better tools and procedures.
- Shift coverage: Follow the designated 3/3 rotational schedule, covering two day shifts and one night shift, while maintaining consistent support quality across working periods.
Requirements
- English proficiency at B2 level or above, alongside Russian language proficiency, with strong written and verbal communication skills in both languages.
- Previous experience in customer support, preferably within fintech, payment services, financial technology, or digital product environments.
- Practical understanding of payment processes, including payment gateways, transaction flows, payment troubleshooting, and basic financial compliance principles.
- Strong analytical and troubleshooting abilities, with a structured approach to investigating issues, identifying root causes, and delivering effective solutions.
- Excellent customer service skills, including empathy, patience, active listening, and the ability to communicate complex information clearly.
- Strong attention to detail and accuracy when handling financial transactions, documenting customer interactions, and resolving payment-related issues.
- Ability to remain calm under pressure, manage multiple requests efficiently, and maintain high service standards in a fast-paced environment.
- A proactive, adaptable mindset, with a willingness to learn new technologies, support tools, payment methods, and product features.
- Ability to work independently while collaborating effectively with colleagues in an international, distributed team.
- Good time management and organizational skills, with the ability to prioritize tasks and meet response and resolution expectations.
- Familiarity with CRM platforms, customer support ticketing systems, knowledge bases, or support automation tools is an advantage.
- Experience supporting cryptocurrency products, blockchain-based services, or other digital payment solutions is a plus.
- Previous experience working remotely or in a globally distributed team is desirable.
- Flexibility to work the required rotational schedule, including daytime and nighttime shifts.
Benefits
- Fully remote work: Work from anywhere within a globally distributed team.
- Flexible working environment: Benefit from a remote-first culture that supports autonomy and flexibility within the required shift rotation.
- Career development: Access opportunities for professional growth in the rapidly evolving fintech and digital payments industries.
- Continuous learning: Benefit from learning resources, practical tools, and guidance from experienced professionals.
- Constructive feedback culture: Participate in regular one-to-one meetings, transparent performance reviews, and an environment that encourages open communication.
- International collaboration: Work alongside colleagues across support, engineering, product, compliance, and other business functions.
- Meaningful product impact: Contribute directly to improving customer experiences and the reliability of innovative financial services.
- Exposure to emerging technologies: Develop practical knowledge of payment infrastructure, blockchain, cryptocurrency, and digital financial products.
- Opportunities for advancement: Build your expertise and explore longer-term career progression within a growing technology-driven organization.
