Customer Support Specialist, Payments

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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

• Deliver world-class customer support via email, chat, and ticketing systems in a remote setting • Quickly and accurately handle payment-related queries, including transaction status, payment troubleshooting, and general account inquiries • Explain payment flows, processes, and options to customers, ensuring clarity and satisfaction at every step • Troubleshoot and resolve customer issues through detailed investigation and collaboration with internal teams • Document user feedback and work with product teams to continually refine our services • Maintain accurate records of customer interactions and payment issues in our CRM • Contribute to the development and improvement of support documentation and FAQs

🎯 Requirements

• English language proficiency at B2+ level or above and Russian language proficiency, with strong communication skills in both written and spoken forms • Strong functional knowledge of payment processes, including payment gateways, troubleshooting transactions, and financial compliance basics • Proven experience in a customer support role, ideally within a fintech, payments, or digital product environment • Ability to empathize with customers, remain patient under pressure, and deliver clear, structured responses • Adaptability to rapid change and a proactive attitude towards learning new support tools and payment technologies • Attention to detail and accuracy in problem resolution and communication • Critical thinking and a structured approach to troubleshooting • Ability to work independently as part of an international, collaborative team • Initiative, flexibility, and willingness to drive process or product improvements based on customer insight • Excellent time management and resilience in high-paced environments

🏖️ Benefits

• Fully remote work with flexible hours • 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