Payment Support Specialist

• Deliver customer support via email, chat, and ticketing systems
• Handle payment-related queries, including transaction status, payment troubleshooting, and account enquiries
• Explain payment flows, processes, and options to customers
• Investigate and resolve customer issues in collaboration with internal teams
• Document user feedback and work with product teams to improve services
• Maintain accurate records of customer interactions and payment issues in the CRM
• Contribute to support documentation and FAQs
• Collaborate with developers, testers, product teams, and other internal teams

• English language proficiency at B2+ level or above
• Russian language proficiency
• Strong written and spoken communication skills in English and Russian
• Strong functional knowledge of payment processes, including payment gateways, transaction troubleshooting, and financial compliance basics
• Proven experience in a customer support role, ideally within a fintech, payments, or digital product environment
• Ability to empathise with customers and remain patient under pressure
• Adaptability to rapid change and proactive attitude toward learning new support tools and payment technologies
• Attention to detail and accuracy in problem resolution and communication
• Critical thinking and 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

• 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 1:1s and transparent performance reviews
• Opportunity to make an impact on how users interact with innovative financial technologies