Payment Support Specialist

Role Overview

Accountabilities

• Deliver high-quality customer assistance through email, live chat, and ticketing systems.
• Handle payment-related inquiries including transaction status, failed payments, troubleshooting, and account questions.
• Explain payment flows, available options, and transaction procedures clearly to users and partners.
• Analyze customer issues, identify root causes, and collaborate with technical teams to resolve complex problems.
• Work with developers, testers, product managers, and stakeholders to investigate incidents and improve platform performance.
• Identify recurring issues, document user feedback, and share actionable insights to improve products and processes.
• Maintain accurate records of customer interactions, payment incidents, and resolutions in CRM and ticketing systems.
• Contribute to FAQs, internal knowledge bases, troubleshooting guides, and support documentation.
• Identify opportunities to streamline support workflows and improve response quality and efficiency.
• Follow the designated 3/3 rotational schedule covering two day shifts and one night shift.

Requirements

• English proficiency at B2 level or above and Russian language proficiency with strong written and verbal communication.
• Previous experience in customer support, preferably within fintech, payment services, financial technology, or digital product environments.
• Practical understanding of payment processes including payment gateways, transaction flows, troubleshooting, and basic financial compliance principles.
• Strong analytical and troubleshooting abilities with a structured approach to root-cause investigation.
• Excellent customer service skills including empathy, patience, active listening, and clear communication.
• Strong attention to detail and accuracy when handling financial transactions and documenting interactions.
• Ability to remain calm under pressure and manage multiple requests in a fast-paced environment.
• Proactive, adaptable mindset and willingness to learn new technologies and product features.
• Ability to work independently while collaborating with an international, distributed team.
• Good time management and organizational skills with the ability to prioritize tasks.
• Familiarity with CRM platforms, ticketing systems, knowledge bases, or support automation tools is an advantage.
• Experience supporting cryptocurrency, blockchain-based services, or digital payment solutions is a plus.

Benefits

• Fully remote work within a globally distributed team.
• Remote-first culture supporting autonomy and flexibility within the required shift rotation.
• Career development opportunities in fintech and digital payments.
• Learning resources, practical tools, and guidance from experienced professionals.
• Regular one-to-one meetings, transparent performance reviews, and open communication.
• International collaboration across support, engineering, product, compliance, and other functions.
• Exposure to payment infrastructure, blockchain, cryptocurrency, and digital financial products.
• Opportunities for advancement within a growing technology-driven organization.

Schedule

• Follow the designated 3/3 rotational schedule covering two day shifts and one night shift.
• Flexibility to work daytime and nighttime shifts is required.

Workplace

• Fully remote role based in Saudi Arabia within an international, distributed team.