Customer Support Agent Night-Shift

Skills

About the Role

You will deliver exceptional customer support through live chat, email, and social media in English. You will support merchants and partners in both English and Russian, take ownership of customer issues, and proactively provide helpful solutions. You will monitor and report technical incidents to engineering, manage complaints and escalations, capture customer feedback to improve service, describe and assign tasks in Jira, and collaborate closely with colleagues to maintain high service standards.

Requirements

• Excellent written and spoken English and Russian communication
• Customer service background with live chat experience as a plus
• Ability to multitask and work in a fast paced environment
• Familiarity with Jira and Zendesk or similar customer service systems
• Previous FinTech startup experience is a bonus
• Understanding of crypto is beneficial but not required

Responsibilities

• Deliver exceptional customer support through live chat email and social media in English
• Provide support to merchants and partners in English and Russian
• Take full ownership of customer issues and provide proactive solutions
• Monitor for and report technical incidents to engineering
• Maintain and continually improve service standards
• Manage customer complaints and escalate issues when necessary
• Capture customer feedback and act on it to improve products and service
• Use Jira to describe and assign tasks to the technical team
• Collaborate effectively within the team

Benefits

• 22 days annual leave plus 6 company days and bank holidays
• Comprehensive health insurance plans
• Performance based incentives
• Extensive benefits program
• Flexible work schedule and remote work options
• Modern offices and co working spaces across six countries
• Working equipment