Utorg Labs
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.
Payment Support Specialist – Senior/Middle
Job not on LinkedIn
🔥 0 minutes ago
🗣️🇷🇺 Russian Required
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Utorg Labs
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
• Handle the full cycle of requests from users and partners • Serve as the company’s first point of contact • Deliver customer support via email, chat, and ticketing systems • Address payment-related queries, including transaction status, payment troubleshooting, and general account inquiries • Explain payment flows, processes, and options to customers • Troubleshoot and resolve customer issues through detailed investigation and collaboration with internal teams • Document user feedback and work with product teams to refine services • Maintain accurate records of customer interactions and payment issues in the CRM • Contribute to developing and improving support documentation and FAQs • Collaborate with developers, testers, product teams, technology teams, and other internal teams • Improve payment experiences and support processes
🎯 Requirements
• Proven experience in payment support within Fintech or payments products is required • English language proficiency at B2+ or higher • Proficiency in Russian • Strong written and spoken communication skills • Strong functional knowledge of payment processes, including payment gateways, transaction troubleshooting, and basic financial compliance • Proven experience in a customer support role, ideally within a fintech, payments, or digital product environment • Experience with Fintech, cryptocurrency, or other digital payment systems is desirable • Previous experience working remotely or in distributed teams is desirable • Familiarity with support automation tools, knowledge bases, and CRM systems is desirable • Attention to detail and accuracy in problem resolution and communication • Critical thinking and a structured approach to troubleshooting • Ability to work independently and as part of an international, collaborative team • Initiative, flexibility, and willingness to drive process or product improvements based on customer insights • Excellent time management skills and resilience in fast-paced environments • Ability to work a 3/3 rotation schedule (2 days / 1 night)
🏖️ Benefits
• Fully remote work with flexible hours • Clear opportunities for career growth and professional development • Continuous learning environment with access to tools, resources, and guidance from industry experts • Open and constructive feedback culture, including regular one-on-ones and transparent performance reviews
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