Customer Support Specialist (Crypto-wallet & Card)

Role overview

This is a remote customer support position for candidates based in Germany, supporting a fast-moving fintech and crypto environment. You will help users and merchants who use digital wallet and card payment products, resolving technical and transaction-related problems and helping keep the customer experience smooth.

The role is fully remote and international, with most communication handled in written English. It calls for a careful, analytical approach to understanding payment activity, diagnosing issues, and partnering with internal teams to close complex cases. This is a night-shift role for someone who is detail-focused, proactive, and interested in fintech innovation.

What you will do

• Own customer support cases from start to finish, resolving them directly or routing them for escalation when necessary
• Investigate customer complaints, identify the underlying cause, and provide practical, well-explained solutions
• Support merchant-facing questions and day-to-day payment operations
• Work closely with internal teams to solve product, technical, and operational issues
• Keep the support knowledge base and internal documentation accurate and continuously improving
• Track, organize, and update cases carefully in the ticketing system
• Communicate professionally in written English in every customer interaction
• Assist with deeper payment investigations, including disputes and escalation handling

Requirements

• Previous experience in a customer support role at L1 or L2 level, ideally in fintech, crypto, or SaaS
• Good working knowledge of payment systems and flows, including 3DS, chargebacks, settlements, holds, and transaction processing
• Strong written English skills at B2 level or above, since all customer communication is text-based
• Fluent or native written and spoken Ukrainian and Russian
• High attention to detail, accountability, and a strong customer-first approach
• Comfort with structured troubleshooting and the ability to break down complex cases logically
• Experience with Zendesk, Intercom, or Jira would be an advantage
• Education or studies in STEM or business fields are welcome; current students and recent graduates may apply
• Interest in crypto and digital assets is a plus
• Availability to work night shifts from 20:00 to 08:00 UTC+3 on a 2/2 rota in a fully remote setup

Benefits

• 100% remote working arrangement with a flexible structure
• Competitive pay with periodic performance-based salary reviews
• Chance to work with innovative fintech, crypto-wallet, and payment products
• Exposure to international teams and global customer operations
• Clear growth opportunities across support, operations, and other functions
• Ongoing learning and development in fintech and digital payments
• Practical experience with advanced blockchain and stablecoin infrastructure

Additional information

This vacancy is shared on behalf of a partner company, which handles all applications and the next stages of the process. A data privacy notice applies to submitted applications: personal data may be processed to assess candidacy and shared with the hiring employer under applicable laws, including GDPR. The recruitment process may also use AI-assisted tools to support screening, resume review, response analysis, and consistency checks; however, human recruiters make the final decisions. Final interviews, assessments, and next steps are managed directly by the hiring company’s internal team.

Working arrangement

Location: Germany. Employment type: full-time. Work mode: remote. Schedule: night shift, 20:00-08:00 UTC+3, working on a 2/2 rotation.