Support Manager

About the Role:
We are looking for a Support Manager/Specialist who will be responsible for customer support, process improvement, and case management in the Fintech industry. You will ensure smooth support operations, manage escalations, and maintain high service standards.

Responsibilities:

• Provide B2B client and user support
• Interact with issuing banks as needed
• Analyze, track, and systematize support cases
• Suggest and implement product improvements based on feedback
• Optimize support processes (ticketing, guides, etc.)
• Demonstrate initiative and proactivity in problem-solving.

Requirements:

• Proven experience in customer support management.
• Experience in FinTech or related industries preferred.
• Fluent in English and Russian.
• Ability to lead a remote team efficiently.

Working Hours: 09:00 – 18:00 (Europe time), fully remote