Support / Monitoring Agent

Kolo is doing $20M+ in monthly spend, grown 10x last year. Ranked in top5 globally on Dune by on-chain card volume. B2B clients include 5 Unicorns 🦄

We build settlement layer between crypto and the real economy: business cards, multi-currency payouts across 40+ countries, and the API that autonomous AI agents will use to spend stablecoins at fiat-only merchants once agent-driven commerce hits scale.

40 people. AI-native end to end. The infrastructure works, unit economics are proven.

We are looking for a Support / Monitoring Agent
to join our team and strengthen our AI-driven customer care approach, combining high-quality B2C/B2B support with proactive monitoring of payment processes.

What you’ll do:

— Provide B2C and B2B customer support, handling complex and escalated cases
— Work closely with AI tools as part of an AI-driven customer care model (handling cases AI cannot resolve)
— Monitor transactional activity and conversion rates, identifying irregularities and optimization opportunities
— Escalate technical and operational issues to relevant teams and ensure timely resolution
— Collaborate with partners to maintain stable and efficient payment operations
— Set clear and structured tasks for internal teams and external partners
— Stay up to date with product updates, system changes, and new features

Your skills:

— Experience in FinTech support, payment operations, or customer support (B2C/B2B)
— Strong analytical, diagnostic, and problem-solving skills
— Understanding of payment systems and transaction flows
— Ability to work with large datasets (Excel / Google Sheets)
— High level of responsibility, attention to detail, and stress resilience

Nice to have:

— Experience with Intercom
— Knowledge of cryptocurrency and blockchain fundamentals
— Upper-intermediate or higher English level
— Degree in Finance or at least 1 year of experience in the finance field

Working schedule:

— Shift-based schedule aligned with CET
— 15 out of 20 shifts are night shifts

What we offer:

— Remote work
— Flexible schedule
— Apple equipment
— Competitive salary and benefits
— Opportunities for professional growth

See yourself in this role? We’d love to hear from you — send us your CV 🚀