Customer Support Specialist – Fintech, Crypto Payments

🔥 10 minutes ago

🇦🇪 United Arab Emirates (UAE) – Remote

💵 $1.2k - $1.6k / month

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

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📋 Description

• Serve as the primary point of contact for customer inquiries through live chat, email, and written channels • Handle phone or video calls requiring detailed or personalized assistance • Guide customers through account creation, onboarding, verification, and platform navigation • Investigate customer concerns and provide accurate, timely resolutions • Own cases from initial contact through resolution, escalating according to SOPs • Assist with crypto card issuance, activation, linking, and usage • Troubleshoot Visa card issues, declined or failed transactions, card connections, and payment concerns • Support deposits, withdrawals, transfers, balances, and account-related transactions • Investigate transaction discrepancies and coordinate with internal teams • Guide customers through KYC, identity verification, and account procedures • Resolve account access, verification, and platform issues • Recognize when escalation to operations, compliance, payments, or technical teams is necessary • Document inquiries, troubleshooting steps, actions, and resolutions in internal systems • Follow SOPs and identify opportunities to improve support processes and communications • Help build and refine the company’s first dedicated customer support function • Identify recurring issues and customer pain points • Share feedback and recommendations with internal teams • Stay informed about platform functionality, crypto card processes, procedures, and product updates

🎯 Requirements

• At least 3 years of experience in customer support, client services, or client operations, preferably within fintech, financial services, digital banking, payments, or cryptocurrency • Direct experience supporting customers using financial products, payment cards, or digital financial platforms • Strong understanding of card payments and common transaction issues, including declined payments, failed transactions, card activation, and payment troubleshooting • Familiarity with customer onboarding, account verification, KYC, and transaction-related support processes • Strong written and spoken English • Experience handling customer inquiries through live chat, email, or other written communication channels • Confidence communicating through phone or video calls when required • Strong troubleshooting skills and ability to independently investigate and resolve customer concerns • Ability to follow SOPs, exercise sound judgment, and recognize when escalation is necessary • Excellent attention to detail when handling financial transactions and sensitive customer information • Strong organizational skills and ability to manage multiple incoming cases • Familiarity with cryptocurrency and digital assets • Familiarity with customer support platforms such as Intercom, Zendesk, Freshdesk, Salesforce, or similar tools (nice-to-have) • Experience with ticketing systems, knowledge bases, and internal escalation workflows (nice-to-have) • Understanding of blockchain and cryptocurrency concepts (nice-to-have)

🏖️ Benefits

• Fully remote work • Hands-on exposure to digital financial products, crypto cards, payment processes, and platform operations • Meaningful ownership of customer cases • Collaboration with operations, compliance, payments, and technical teams • Independence, initiative, and problem-solving in the role

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