Customer Support Specialist

🚀 We’re hiring: Customer Support L2 Specialist (Remote)

We’re looking for a Customer Support L2 Specialist to join a fast-growing fintech / EMI company operating globally across 140+ countries and 25+ industries 🌍

If you enjoy solving complex technical issues, working with APIs, and making a real impact on customer experience — this role is for you.

The company is a leading Electronic Money Institution (EMI), authorised by several regulators, including the FCA in the United Kingdom, FINTRAC in Canada, and the MFSA in Malta. Its operational footprint spans over 140 countries and more than 25 industries.

The organization provides modern financial solutions such as multicurrency IBANs, merchant acquiring services, and mass payout capabilities. All features are accessible through a single platform and a single contract, making the company a convenient and efficient partner for both local and international payments.

The Customer Support L2 Specialist serves as the main point of contact for customers, providing technical assistance and ensuring timely resolution of issues across multiple channels. This role focuses on enhancing customer satisfaction through effective troubleshooting, coordination with internal teams, and proactive support. With a strong blend of communication, technical, and analytical skills, the Support Specialist also contributes to internal process improvements, documentation, and long-term customer success.

As a Customer Support L2 Specialist, you will:

• Be the main escalation point for customer technical issues
• Provide L2 support via Zendesk (email/chat, occasional calls)
• Work closely with Technical, Product & Compliance teams
• Assist customers with API integrations and documentation updates
• Escalate issues via Jira and track them until resolution
• Perform SQL (PostgreSQL) queries when needed
• Create internal documentation, user stories, and support materials
• Help prevent recurring issues by improving processes and knowledge bases

🕘 Schedule: Monday–Friday (occasional weekend support)

✅ What we’re looking for

• 1+ year of experience in L2 Customer Support, ideally in FinTech / EMI / Payments
• Strong experience handling tickets, escalations & SLAs
• Knowledge of:
• Payment lifecycle, 3DS, fraud & risk indicators, PCI DSS basics
• REST APIs, JSON, headers, webhooks/IPN
• Integration methods: Hosted Page & Server-to-Server
• Tools like Postman / curl
• SQL (PostgreSQL) basics
• Experience with ticketing systems / CRMs (Zendesk is a plus)
• Fluent English + Ukrainian (or Russian)
• Customer-first mindset with a proactive, solution-oriented approach

🌱 What we offer

✨ Annual Learning & Development budget

📈 Regular performance reviews with clear KPIs

🚀 Transparent career growth:

• Lead role — within 1 year
• Head role — within 2 years
• C-level — within 4 years (for top performers)
• 💡 Innovation bonuses via our Ideas Hub
• 🏖 Paid vacation (with rollover or compensation)
• 🤒 Paid sick leave
• 🎉 Local public holidays
• 💸 Flexible payout options (PE accounts or popular e-wallets)

🔥 You’ll thrive here if you

• Take ownership and responsibility
• Act proactively, not reactively
• Deliver measurable results
• Love solving real problems in a fast-paced fintech environment

📩 Interested?

Send your CV or reach out directly — let’s talk!