Customer Support Specialist (Crypto-wallet & Card)

Role Overview

This is a remote customer support position based in Ireland for a partner company operating in the fintech and crypto space. The role focuses on helping users and merchants with wallet and card payment products, with a strong emphasis on written support in English and close coordination with internal teams.

You will work in a fast-moving digital payments environment, investigating technical and transaction-related issues, tracing root causes, and making sure each case is resolved correctly. The position is night-shift based and suits someone who is methodical, proactive, and comfortable working across international teams.

What You Will Do

• Manage support cases from start to finish, resolving them directly or routing them to the right team when needed.
• Review customer problems, determine the underlying cause, and communicate practical solutions.
• Support merchant-facing questions and day-to-day payment operations.
• Work with internal stakeholders to solve technical, operational, and product issues.
• Keep internal help articles and support references accurate and up to date.
• Track cases carefully inside ticketing platforms and maintain clear records.
• Handle all customer communication professionally in written English.
• Assist with deeper payment investigations, including disputes and escalated transaction cases.

What We’re Looking For

• Previous experience in customer support at L1 or L2 level, ideally in fintech, crypto, or SaaS.
• Working knowledge of payment workflows such as 3DS, chargebacks, settlements, holds, and transaction movement.
• Strong written English skills at B2 level or above, since all support is text-based.
• Fluency in Ukrainian and Russian, with solid writing ability in both.
• Careful attention to detail, accountability, and a customer-focused approach.
• Ability to investigate complex cases and follow a structured troubleshooting process.
• Familiarity with Zendesk, Intercom, or Jira would be an advantage.
• STEM or business-related studies are a plus; current students and recent graduates can also be considered.
• Interest in crypto and digital assets is beneficial.
• Availability to work night shifts from 20:00 to 08:00 UTC+3 on a 2/2 rotation in a fully remote setup.

Benefits

• Completely remote working model with a flexible setup.
• Competitive pay with regular performance-based salary reviews.
• Opportunity to work with modern fintech, crypto-wallet, and payment solutions.
• Exposure to international teams and global customer operations.
• Clear growth opportunities across support, operations, and related functions.
• Ongoing learning and development in fintech and digital payments.
• Practical experience with blockchain and stablecoin infrastructure.

Application and Hiring Process

This role is promoted on behalf of a partner employer, which handles applications and all later-stage hiring steps. Applications are assessed through an AI-assisted matching process, after which a shortlist is shared with the hiring company. Interviews, assessments, and final hiring decisions are managed by the employer’s internal team.

Data Privacy

By submitting an application, candidates agree that their personal data may be processed to assess fit for the role and shared with the hiring employer under applicable data protection rules, including GDPR. Applicants may request access, correction, deletion, or objection rights at any time.

AI tools may be used to support parts of the recruitment workflow, such as resume review or application screening, but human judgment remains central and final hiring decisions are made by people.