Deliver world-class customer support via email, chat, and ticketing systems in a remote setting.
Quickly and accurately handle payment-related queries, including transaction status, payment troubleshooting, and general account enquiries.
Explain payment flows, processes, and options to customers, ensuring clarity and satisfaction at every step.
Troubleshoot and resolve customer issues through detailed investigation and collaboration with internal teams.
Document user feedback and work with product teams to continually refine our services.
Maintain accurate records of customer interactions and payment issues in our CRM.
Contribute to the development and improvement of support documentation and FAQs.

English language proficiency at B2+ level or above and Russian language proficiency, with strong communication skills in both written and spoken forms.
Strong functional knowledge of payment processes, including payment gateways, troubleshooting transactions, and financial compliance basics.
Proven experience in a customer support role, ideally within a fintech, payments, or digital product environment.
Ability to empathise with customers, remain patient under pressure, and deliver clear, structured responses.
Adaptability to rapid change and a proactive attitude towards learning new support tools and payment technologies.

Fully remote work with flexible hours
Clear opportunities for career growth and professional development within the rapidly expanding fintech space
Continuous learning environment with access to tools, resources, and guidance from industry experts
Open and constructive feedback culture, including regular 1:1s and transparent performance reviews
The chance to make an impact on how users interact with innovative financial technologies

Customer Support Manager, Payments

Key skills