B2B Customer Support Agent (FinTech/ Payments)

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

Minimum qualifications:

• 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

Benefits and perks:

• 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