Customer Support Specialist

About the role

We are seeking a Customer Support Specialist to be the first point of contact for our FinTech customers. You will deliver exceptional assistance across multiple channels, helping users with account setup, KYC verification, and payment issues while ensuring a seamless experience.

Key responsibilities

• Respond to customer inquiries via phone, email, and chat in a timely, professional, and empathetic manner.
• Assist with account registration, KYC verification, and onboarding processes.
• Prepare account confirmation letters, audit documentation, and handle third‑party requests.
• Investigate and resolve payment, transfer, failed transaction, and account access issues.
• Manage sensitive cases such as fraud reports, unauthorized transactions, and disputes.
• Escalate complex cases to Compliance, Risk, Operations, or other internal teams.
• Maintain accurate records of interactions in the CRM system.
• Educate customers on products, fees, and security best practices.
• Monitor recurring issues and provide feedback for product and process improvements.
• Support and mentor newly onboarded support specialists.

Required profile

• Previous experience in customer support, service, or operations, preferably in FinTech, banking, payments, or financial services.
• Strong problem‑solving abilities and attention to detail.
• Excellent written and verbal English communication skills.
• Ability to stay calm and professional with sensitive or complex cases.
• Proactive mindset with a willingness to improve processes.
• Team player who can also work independently in a dynamic environment.

Required skills

• Experience with CRM platforms and customer support tools.

What we offer

• Opportunity to join a growing and innovative FinTech company.
• Collaborative, supportive, and international work environment.
• Hybrid work model.
• Additional sick days and professional development opportunities.