Customer Support Operations Officer
CryptopayVisit Cryptopay website
Cryptopay provides Bitcoin and cryptocurrency payment services for merchants, helping businesses accept and send crypto payments while remaining in fiat.
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Funding history
Investors
About Cryptopay
Cryptopay Business offers merchant-focused cryptocurrency payment services. Its stated benefits include reaching new customers, increasing revenue, and saving on fees while using Bitcoin and other crypto payments.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
Support clients, validate new product releases through User Acceptance Testing, identify operational improvements, and turn customer feedback into product enhancements in a fast-moving fintech environment.
Requirements
- 2+ years of B2B Customer Support experience in fintech, payment institutions, banking, FX, or digital assets.
- Experience managing customer inquiries through resolution and coordinating with internal stakeholders.
- Experience working with Product, Engineering, Operations, Compliance, or cross-functional teams.
- Experience or willingness to participate in UAT, validate features, and report bugs or usability issues.
- Proficiency with Jira, Confluence, Zendesk, Intercom, or similar tools.
- Strong analytical, problem-solving, organizational, and communication skills.
- Professional fluency in English; French is desirable and Russian is advantageous.
- Self-organized, proactive, and comfortable in a fast-paced fintech environment.
Responsibilities
- Log and manage incoming inquiries and complaints across all channels throughout the lifecycle.
- Monitor platform status alerts and keep relevant stakeholders informed.
- Coordinate with Business Development, Finance, Payment Operations, Compliance, Product, and IT to resolve complex support queries.
- Lead and execute UAT for platform builds, financial instruments, payment rails, and feature releases.
- Define and check test cases to identify bugs, performance bottlenecks, and UX friction before deployment.
- Collaborate with Product and Engineering teams to report issues, retest fixes, and validate platform stability.
- Analyze client and internal feedback to identify feature gaps and process bottlenecks.
- Assist with Change Requests and document functional requirements for technical teams.
- Refine internal workflows, operational procedures, and support documentation.
Benefits
- High impact on a global payments platform.
- Growth opportunities across product development, payment operations, and client management.
- Modern and collaborative working culture.