Customer Support Specialist (Web3)

#Vacancy #Удаленно #CustomerSupport #Crypto #CryptoCard #CryptoWallet #Fintech #NightShift #Remote #Web3 #L1L2

Customer Support Specialist (Crypto Card & Wallet, Night Shifts)
Company: Utorg | Work format: Full-time, 100% Remote

About the Role:
We are looking for a support specialist who has been in the trenches of crypto card or crypto wallet support — someone who knows what it means when a card transaction is declined at 2 AM, why a withdrawal is stuck on-chain, or how to walk a frustrated user through a failed swap. You will own L1/L2 support for our crypto card and non-custodial wallet products, keeping users and merchants moving in a 24/7 environment.

What you will do:
Handle complex L1/L2 support tickets end-to-end — resolve, escalate or route through the ticketing process.
Analyse customer problems related to crypto card transactions, wallet operations and payment processing — identify root causes and deliver clear, accurate solutions.
Monitor and assist customers with payment and processing issues.
Collaborate with Product, Engineering and Compliance to close complex cases and disputes.
Maintain and expand the internal knowledge base.
Schedule: 2/2 rotation, night shifts 20:00–08:00 UTC+2.

Must-haves:
2+ year of hands-on support experience specifically with a crypto card and/or crypto wallet product - this is a hard requirement, not a nice-to-have. A mix of both is strongly preferred.
Deep practical knowledge of card transaction flows (authorisation, settlement, chargebacks), on-chain and off-chain wallet mechanics, crypto payment processing, common failure modes and dispute scenarios.
English B2+ (all customer communication is text-based, no voice); Russian, Belarusian/Ukrainian with strong written skills - correct, clear, professional.
Attention to detail and genuine customer orientation — financial products leave zero room for careless or approximate answers.

Nice to have:
Experience with Zendesk, Intercom or Jira.
Personal crypto experience beyond support - wallets, DeFi, staking.
Degree in STEM or a business-related discipline.

Benefits:
Work from anywhere in the world.
Competitive salary with regular performance-based reviews.
Clear career paths — grow vertically within Support or move horizontally across departments.

Please apply with a CV and a brief note describing a complex or unusual case you handled involving a crypto card or wallet. Показать контакты