Payments Support Specialist (Junior)

About the Role

We are looking for a Payments Support Specialist to handle payment-related inquiries and ensure smooth interaction between users, payment providers, and internal teams. This role focuses on operational support, ticket management, and maintaining high service standards across payment flows.
 

Responsibilities

• Handle payment-related requests via chat and Jira
• Manage support tickets according to the established flow: registration, processing, escalation, and closure
• Assist users with deposits, withdrawals, transaction statuses, and payment confirmations
• Investigate failed, delayed, or disputed transactions
• Escalate technical or complex payment cases to relevant teams (Payments, Finance, Risk, Platform, regional units)
• Maintain the company’s Tone of Voice in all communications
• Log requests, track ticket statuses, and document resolutions
• Collaborate closely with internal teams (Payments, Finance, Risk, Support, Product)
• Ensure accuracy of payment operations and compliance with SLA response times

Requirements

• Basic understanding of support operations in iGaming, Gambling, or Fintech
• Experience in customer or payment-related support (support agent, operator, account manager)
• Understanding of payment flows: deposit → processing → confirmation / withdrawal → verification → payout
• Knowledge of the ticket lifecycle: request → processing → escalation → closure
• Ability to handle high volumes of inquiries and structure information effectively

Tools

• Jira (ticket creation, processing, and closure)
• Slack or internal messengers for team communication
• Google Sheets / Excel (reports, logs, reconciliations)
• CRM systems, chats, or Telegram for user communication

Nice to Have

• Experience working with payment providers (PSPs) or transaction monitoring
• Familiarity with fraud prevention or risk-related cases
• High level of self-organization and stress resistance
• Strong attention to detail and accuracy when working with financial data
• Customer-oriented mindset and clear communication skills
• Fast learner with adaptability to new tools and payment processes
• Proactive approach and willingness to improve support workflows

What We Offer

• Fully remote work
• 21 days of paid leave