Customer Support Specialist (Crypto-wallet & Card)
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Support Specialist (Crypto-wallet & Card) based in Australia.
This role places you at the heart of a fast-evolving fintech and crypto ecosystem, where you will support users and merchants interacting with digital wallet and card-based payment products. You will be responsible for ensuring smooth customer experiences by resolving technical and transactional issues across a variety of payment flows. Working in a fully remote, international environment, you will interact primarily via written communication in English while collaborating with cross-functional teams to troubleshoot and escalate complex cases. The position requires a strong analytical mindset to understand payment behaviors, identify root causes, and ensure accurate resolution of issues. You will also contribute to building and improving internal knowledge bases that support scaling support operations. This is a night-shift role suited for someone detail-oriented, proactive, and motivated by fintech innovation.
Accountabilities
In this role, you will ensure high-quality customer support across crypto-wallet and payment-related services while maintaining operational accuracy and responsiveness.
- Handle customer support tickets end-to-end, ensuring proper resolution or escalation when needed
- Analyze customer issues, identify root causes, and provide clear and effective solutions
- Monitor and support merchant-related queries and payment-related operations
- Collaborate with internal teams to resolve technical, operational, and product-related issues
- Maintain and continuously improve the internal knowledge base and support documentation
- Ensure accurate tracking and management of cases through ticketing systems
- Communicate professionally with customers in written English across all interactions
- Support complex payment-related investigations including transaction disputes and escalations
Requirements
The ideal candidate has prior experience in customer support within fintech, crypto, or tech-driven environments, combined with strong analytical and communication skills.
- Proven experience in a customer support role (L1/L2), preferably in 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, responsibility, and a customer-first mindset
- Ability to analyze complex cases, identify issues, and follow structured troubleshooting logic
- Experience with tools such as Zendesk, Intercom, or Jira is a plus
- 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
Benefits
- Fully remote work environment with flexible structure
- Competitive salary with regular performance-based reviews
- Opportunity to work with innovative fintech, crypto-wallet, and payment products
- Exposure to global teams and international customer operations
- Clear career progression paths across support, operations, and other departments
- Continuous learning and skill development in fintech and digital payments
- Hands-on experience in cutting-edge blockchain and stablecoin infrastructure
