Customer Support Specialist (night shifts)

Everyone who is passionate about innovations wants to make the world a better place. That is exactly what we are doing at Utorg. While developing innovative fintech products where traditional finance and blockchain technology meet, we are building a gate that opens multiple opportunities for both — users and businesses.

We are an international team of young and ambitious professionals united by a passion for innovations and belief in the decentralized world. And now, we are looking for an Customer Support Specialist (L1/L2) who will strengthen our team and contribute to the success of our products and the bright future of Web3.

Key responsibilities:

• Handling support tasks with control over resolution or escalation through the ticketing process.

• Analyzing customer problems, identifying root causes, and providing effective solutions to ensure customer satisfaction.

• Communication, monitoring and assistance to merchants.

• Collaborating with other departments to address customer tasks and issues.

• Expanding and maintaining an internal knowledge base to keep it up to date.

• Work schedule 2/2 (night shifts 20:00 to 8:00 UTC+2)

Required skills:

• Proven experience in a similar customer support role within fintech, crypto environments.

• English language proficiency at least B2+ level since we communicate with our customers in English. All communication with customers is via text, no voice chats. Also Russian language - spoken level C1 or higher, with strong written skills (able to write clearly and correctly).

• Attention to detail, responsibility, proactiveness, and customer orientation - as basic and cliche as it sounds, it's important qualities since we are building financial products and it's extremely important to pay close attention to the issue at hand and determine what exactly is going on and why.

• Strong knowledge of crypto payment processes and ability to analyze complex cases, disputes, and escalations.

It's cool if you have:

• Experience with Zendesk, Intercom, and Jira.

• Diploma or Bachelors in STEM or business-related fields.

• Touched crypto in some way - either via buying some BTC, or participating in airdrops, or something similar.

Why join the company?
• Work with cutting-edge fintech product
• Flexible remote work
• Competitive salary with regular reviews based on your growth and contribution
• Opportunities to deepen your expertise and expand your skills in international fintech products
• Clear career paths: vertical growth within the team or horizontal moves across departments