Customer Support Specialist

We are looking for a proactive and detail-oriented Support Specialist to join our Payments Operations team. In this role, you will be responsible for monitoring payment traffic, supporting clients and merchants, resolving operational issues, and ensuring the stability of acquiring services. You will work closely with internal teams, payment providers, and clients to maintain high service quality and operational efficiency in a fast-paced fintech environment.

Key Responsibilities

Client & Merchant Support

• Provide online support to clients and merchants via chat.
• Assist clients with payment-related inquiries and operational issues.
• Configure and maintain client accounts within internal systems.
• Deliver timely and professional communication while ensuring a high level of customer satisfaction.

Traffic Monitoring & Incident Management

• Monitor acquiring traffic and payment processing performance.
• Inform clients about current traffic status, incidents, and service disruptions.
• Identify operational issues and escalate incidents to the appropriate internal teams.
• Follow incidents through to resolution and ensure proper communication with all stakeholders.

Operational Coordination

• Collaborate with Operations, Technical Support, Product, and Payment teams to resolve traffic and conversion-related issues.
• Communicate directly with payment providers regarding operational incidents and complex cases.
• Assist in identifying recurring issues and contribute to process improvements.
• Maintain accurate documentation of incidents and operational procedures.

Requirements

• 1+ year of experience in Customer Support, Payment Operations, FinTech, or Financial Services.
• Strong analytical thinking and attention to detail.
• Ability to work efficiently with large volumes of information.
• Experience in a fast-paced operational environment.
• Excellent written communication skills.
• English level: Intermediate+ or higher (written communication with clients and payment providers).

Technical Skills

Experience with the following tools is considered an advantage:

• Grafana
• Kibana
• Postman
• Jira
• Confluence

Work Schedule

• Shift schedule: 2/2/2 (2 day shifts → 2 night shifts → 2 days off).
• 12-hour shifts.

Nice to Have

• Experience in acquiring, payment processing, or payment gateways.
• Understanding of payment flows, transaction lifecycle, and conversion metrics.
• Experience working with monitoring and incident management tools.
• Familiarity with API testing and troubleshooting using Postman.
• Experience communicating with external payment providers.

What We Offer

• Opportunity to work in a stable and rapidly growing fintech company.
• Competitive compensation package based on experience and expertise.
• Professional development and continuous learning opportunities.
• Supportive and collaborative team environment.
• Opportunities for career growth within Payments Operations.
• Modern tools and technologies for efficient daily work.