Customer Support Specialist, Cryptowallet & Card

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Utorg Labs

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2019

₿ Crypto

💳 Fintech

👥 B2C

Crypto • Fintech • B2C

Utorg Labs is a company that builds consumer-focused crypto payment products, including a non-custodial mobile wallet app, an integrated crypto payment card, and instant on-ramp services for buying and swapping cryptocurrencies. The platform emphasizes simple, fast, zero-fee purchases, wide token support, global availability, and self-custody, while offering business-tailored solutions and operating under EU crypto regulations.

📋 Description

• 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

• 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

• 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