Middle/Senior Verification Support Specialist (FinTech)

The Support Specialist serves as the primary point of contact for customers seeking assistance with our products and services. This role is critical in ensuring a high level of customer satisfaction and loyalty by providing timely, effective, and empathetic solutions to customer issues. The Support Specialist is responsible for handling inbound requests (via email, phone, chat, and other channels), troubleshooting technical issues, and escalating more complex cases as necessary. This role requires a blend of communication & financial skills, and a customer-first mindset.

Your regular tasks

• Reply to the incoming requests from clients (emails, chats, occasionally phone calls)
• Process complaints, and provide solutions and assistance to clients within a specified time frame due to the internal SLA
• Escalate, where necessary, and control tasks completed by other departments in Jira
• Escalate various issues and monitor their resolution to the relevant contact persons in arrogance with the SLAs and defined escalation channel
• Update articles in Confluence on an ad hoc basis or regularly, in the specific area the CS agent is responsible for
• Strong, soft, organisational, and self-management skills, customer-oriented approach
• Creative thinking: offer additional services and improve customer activity
• Shadowing work for other departments in support (AML, KYB, KYC Teams)
• Onboarding B2B clients through the ticketing system

This position offers standard working hours from Monday to Friday (with an occasional presence on Saturday or Sunday).

Skills & expectations

• Minimum of 1 year of experience in a customer support role (L1), preferably within a FinTech, EMI, or regulated financial services environment
• Proven ability to effectively respond to incoming client requests across various channels, including emails, chats, and occasional phone calls
• Demonstrated ability to process client complaints, provide effective solutions, and offer assistance within specified internal SLAs
• Experience with escalating issues to relevant internal departments (e.g., in Jira) and diligently monitoring their resolution in accordance with defined escalation channels and SLAs
• A genuine customer-centric mindset, with a proactive approach to identifying opportunities to offer additional services and enhance customer activity
• Experience with specific ticketing systems or CRM platforms
• Fluent English (written and verbal) and Ukrainian (or Russian)

What is it for you

• A clear career path with opportunities for high-performing employees to advance into Senior roles or transition to other departments, fostering continuous growth and development
• Branded merch and corporate events at least once a year

A bit more about us 

An advanced payment product that allows you to get a wide range of professional experience and boost your career in fintech. We offer dedicated multicurrency IBANs, Checkout (cards and APMs with a rough wallet). Cards, Mass Payments.