Customer Support Specialist (Crypto-wallet & Card)📣 Job Ad

About the Role

This position is listed on behalf of a partner company. The role is for a Customer Support Specialist (Crypto-wallet & Card) based in Saudi Arabia. This position is integral to a fast-evolving fintech and crypto ecosystem, where the specialist will support users and merchants with digital wallet and card-based payment products. The primary focus is on ensuring smooth customer experiences by resolving technical and transactional issues across various payment flows. The role operates in a fully remote, international environment, with primary communication via written English, and collaboration with cross-functional teams for troubleshooting and escalating complex cases. A strong analytical mindset is required to understand payment behaviors, identify root causes, and ensure accurate issue resolution. The specialist will also contribute to building and improving internal knowledge bases to support scaling support operations. This is a night-shift role designed for a detail-oriented, proactive individual motivated by fintech innovation.

The role ensures high-quality customer support for crypto-wallet and payment-related services, maintaining operational accuracy and responsiveness.

Key Responsibilities

• Handle customer support tickets from initiation to resolution or appropriate escalation.
• Analyze customer issues to identify root causes and provide clear, effective solutions.
• Monitor and support merchant-related queries and payment operations.
• Collaborate with internal teams to resolve technical, operational, and product-related issues.
• Maintain and enhance the internal knowledge base and support documentation.
• Ensure accurate tracking and management of cases within ticketing systems.
• Communicate professionally with customers in written English for all interactions.
• Support complex payment investigations, including transaction disputes and escalations.

Qualifications and Requirements

• Proven experience in a customer support role (L1/L2), preferably within fintech, crypto, or SaaS environments.
• Strong understanding of payment systems, including 3DS, chargebacks, settlements, holds, and transaction flows.
• Excellent written English communication skills (B2+ or higher), as all customer interactions are text-based.
• Fluent or native-level proficiency in Ukrainian and Russian, with strong written skills.
• Strong attention to detail, a sense of responsibility, and a customer-first mindset.
• Ability to analyze complex cases, identify issues, and apply structured troubleshooting logic.
• Experience with ticketing systems such as Zendesk, Intercom, or Jira is considered a plus.
• A background in STEM or business-related studies is appreciated; students or recent graduates are welcome.
• Interest or exposure to crypto and digital assets is considered an advantage.
• Ability to work night shifts (20:00-08:00 UTC+3) on a 2/2 schedule in a fully remote setup.

Required Skills

• Customer Support
• Fintech
• Crypto
• Payment Systems (including 3DS, Chargebacks, Settlements, Transaction Flows)
• Written English Communication
• Analytical Skills
• Problem-Solving
• Attention to Detail
• Responsibility
• Customer-First Mindset
• Troubleshooting Logic
• Experience with ticketing systems (*, Zendesk, Intercom, Jira)
• Knowledge of Crypto and Digital Assets

Work Environment and Application

This is a full-time, fully remote position within an international team. The role requires working night shifts from 20:00 to 08:00 UTC+3 on a 2/2 schedule. Applications are managed by Jobgether, which utilizes an AI-powered matching process. Top-fitting candidates will be shortlisted and shared directly with the hiring company for final decisions and subsequent steps.