Customer Support Agent (Payments / Fintech) → Future Team Lead - Contract to Hire
About Us – Keynex
Keynex is a fast-growing payments gateway focused on high-risk industries (iGaming, FX, crypto). We connect merchants to multiple payment providers through a single integration, enabling smart routing, cascading, and optimized transaction success rates.
We operate globally and settle in stablecoins (USDT/USDC). Our platform sits between merchants and payment providers, giving us full visibility and control over transaction flows.
The Role
We’re looking for a highly responsive and detail-oriented Support Agent to take ownership of day-to-day merchant support.
You will be the first line of support, handling queries via TG and resolving issues directly in our backend system (gateway).
This role will start as hands-on support, but we are specifically looking for someone who can grow into building and managing a full support team over time.
Key Responsibilities
Handle merchant support queries via TG (fast response times expected)
Investigate transaction issues (failed payments, declines, delays, etc.)
Work inside our gateway/back office to identify and resolve problems
Clearly explain issues to merchants (e.g. why a payment failed, provider issues, limits, etc.)
Liaise internally with our technical/setup team when needed
Track and organize issues (initially manually, later via ticketing system)
Help design and implement a scalable support/ticketing system
Build internal documentation and FAQs over time
What We’re Looking For
Experience in customer support (ideally fintech/payments/crypto)
Strong understanding of:
Payment flows (PSPs, acquirers, wallets)
Transaction failures & decline reasons
(Bonus: knowledge of scheme/processor error codes)
Comfortable working in fast-paced, high-volume environments
Extremely responsive and reliable on TG
Strong problem-solving mindset (not just answering, but fixing)
Ability to navigate back-office tools / dashboards
Fluent English (clear written communication is key)
Nice to Have
Experience setting up support workflows or ticketing systems (Zendesk, Freshdesk, Intercom, etc.)
Experience in iGaming / FX / crypto payments
Basic technical understanding (APIs, payment routing, etc.)
Growth Opportunity
This is not just a support role.
We are looking for someone who can:
Take full ownership of support
Help us build structure and processes
Grow into a Support Team Lead / Manager
Eventually manage a team of 5–20 agents
Working Style
Remote
TG-based communication (core channel)
Flexible hours, but availability and responsiveness are critical
Apply tot his job
Apply To this Job
Keynex is a fast-growing payments gateway focused on high-risk industries (iGaming, FX, crypto). We connect merchants to multiple payment providers through a single integration, enabling smart routing, cascading, and optimized transaction success rates.
We operate globally and settle in stablecoins (USDT/USDC). Our platform sits between merchants and payment providers, giving us full visibility and control over transaction flows.
The Role
We’re looking for a highly responsive and detail-oriented Support Agent to take ownership of day-to-day merchant support.
You will be the first line of support, handling queries via TG and resolving issues directly in our backend system (gateway).
This role will start as hands-on support, but we are specifically looking for someone who can grow into building and managing a full support team over time.
Key Responsibilities
Handle merchant support queries via TG (fast response times expected)
Investigate transaction issues (failed payments, declines, delays, etc.)
Work inside our gateway/back office to identify and resolve problems
Clearly explain issues to merchants (e.g. why a payment failed, provider issues, limits, etc.)
Liaise internally with our technical/setup team when needed
Track and organize issues (initially manually, later via ticketing system)
Help design and implement a scalable support/ticketing system
Build internal documentation and FAQs over time
What We’re Looking For
Experience in customer support (ideally fintech/payments/crypto)
Strong understanding of:
Payment flows (PSPs, acquirers, wallets)
Transaction failures & decline reasons
(Bonus: knowledge of scheme/processor error codes)
Comfortable working in fast-paced, high-volume environments
Extremely responsive and reliable on TG
Strong problem-solving mindset (not just answering, but fixing)
Ability to navigate back-office tools / dashboards
Fluent English (clear written communication is key)
Nice to Have
Experience setting up support workflows or ticketing systems (Zendesk, Freshdesk, Intercom, etc.)
Experience in iGaming / FX / crypto payments
Basic technical understanding (APIs, payment routing, etc.)
Growth Opportunity
This is not just a support role.
We are looking for someone who can:
Take full ownership of support
Help us build structure and processes
Grow into a Support Team Lead / Manager
Eventually manage a team of 5–20 agents
Working Style
Remote
TG-based communication (core channel)
Flexible hours, but availability and responsiveness are critical
Apply tot his job
Apply To this Job