[Remote] Customer Support Specialist (Crypto-wallet & Card)

Note: The job is a remote job and is open to candidates in USA. Utorg Labs is an innovative fintech company that develops products at the intersection of traditional finance and blockchain technology. They are seeking a Customer Support Specialist to handle support tasks, analyze customer problems, and collaborate with other departments to ensure customer satisfaction.ResponsibilitiesHandling support tasks with control over resolution or escalation through the ticketing processAnalyzing customer problems, identifying root causes, and providing effective solutions to ensure customer satisfactionCommunication, monitoring, and assistance to merchantsCollaborating with other departments to address customer tasks and issuesExpanding and maintaining an internal knowledge base to keep it up to dateSkillsProven experience in a similar customer support role, ideally within fintech, crypto, or tech-driven environmentsEnglish language proficiency at least B2+ level, since we communicate with our customers in English. All communication with customers is via text, no voice chatsAlso, Ukrainian & Russian language - spoken level C2 or fluent, with strong written skills (able to write clearly and correctly)Attention to detail, responsibility, proactiveness, and customer orientation - as basic and cliché as it sounds, it's an important quality since we are building financial products, and it's extremely important to pay close attention to the issue at hand and determine what exactly is going on and whyStrong knowledge of payment processes (3DS, chargeback, settlement, hold) and ability to analyze complex cases, disputes, and escalationsExperience with Zendesk, Intercom, and JiraDiploma or Bachelor's in STEM or business-related fields - we are totally cool with hiring students or people who just finished their education and are trying to break into ITTouched crypto in some way - either via buying some BTC, participating in airdrops, or something similarBenefitsFlexible remote workCompetitive salary with regular reviews based on your growth and contributionOpportunities to deepen your expertise and expand your skills in international fintech productsClear career paths: vertical growth within the team or horizontal moves across departmentsCompany OverviewUtorg builds interfaces and APls for managing stablecoins and crypto - on/off-ramps, stablecoin-linked cards, self-custody superapp with instant crypto purchases, powering payouts, and cross-chain liquidity orchestration. It was founded in 2020, and is headquartered in Abu Dhabi, Abu Dhabi, ARE, with a workforce of 11-50 employees. Its website is https://utorg.com.