Support Agent (B2B, ENG)

Cryptopay – is a fintech company founded in 2013 that provides solutions for businesses working with cryptocurrencies. The platform helps companies accept crypto payments, manage digital assets, and send funds globally. Cryptopay focuses on building simple and reliable tools that help businesses integrate cryptocurrency into their financial operations.

We are currently looking for a highly skilled professional to join our B2B support team.

Responsibilities

• Provide information support to our business customers: find a solution for each of them
• Explain complex things in simple words without distorting the essence
• To be an expert in our product and comply with KPI metrics
• Collaborating with internal teams, including development and product teams, to address complex customer issues and provide effective solutions
• Compliance with Customer Success principles. Create feature requests and pain points based on interaction with our business customers
• Develop and maintain a comprehensive knowledge base, FAQs, and other self-help resources to empower customers and support team members with accurate and up-to-date information. Proofread and make necessary changes to ensure consistency in Help Center articles

Requirements

• Minimum 1 year of experience in B2B Customer Service
• Strong written communication skills for customer chats and internal documentation (HelpCenter, Confluence)
• Understanding of the structure and operation of financial services, trading, cryptocurrency and payment instruments
• Analytical mindset and ability to work with support data to identify recurring issues and improve processes or documentation
• Attention to detail, especially when handling financial or transactional queries
• Ability to explain technical concepts in simple language
• Ability to quickly grasp complex topics and process large amounts of information
• Sense of ownership, responsibility, and strong teamwork and communication skills
• Fluency in English and Russian

Conditions

• Remote work
• Work schedule: 5 days per week with rotating days off (alternating morning and evening shifts)
• MacBook for work
• Flexible holiday schedule.
• Quarterly performance-based bonus (at the end of probation)
• Professional growth opportunities within the team and the opportunity to grow in any direction within the company.
• A small but awesome team of highly skilled professionals