Payment Support Specialist (Senior/Middle+)

Utorg; United States; Remote; USD 60,000 - 90,000; Full time

Benefits offered by this job

Fully remote work

Flexible hours

Career growth

Job summary

Utorg is seeking a proactive Payment Support Specialist to manage the full cycle of user and partner inquiries in a fully remote role. You will be the first point of contact, collaborating with developers and product teams to resolve issues and improve processes within our blockchain-fintech platform.

The role focuses on explaining payment flows, troubleshooting payment issues, and maintaining clear, thorough documentation.

Qualifications

• Proven experience in payment support within Fintech or payments products is required.
• Experience in a customer support role, ideally within a fintech, payments, or digital product environment.

Responsibilities

• Deliver world-class customer support via email, chat, and ticketing systems in a remote setting.
• Address payment-related queries, including transaction status and troubleshooting.
• Explain payment flows, processes, and options clearly to customers.
• Troubleshoot and resolve customer issues through collaboration with internal teams.
• Document user feedback and work with product teams to refine services.
• Maintain accurate records of customer interactions in the CRM.
• Contribute to developing and improving support documentation and FAQs.

Skills

English B2+

Russian

Payment processes

Customer support experience

Empathy

Independent work

Job description

At Utorg, we are reshaping the future of Fintech by seamlessly integrating traditional finance with cutting-edge blockchain technology. Our innovative products create new opportunities for both users and businesses. We are an ambitious, international team driven by curiosity, innovation, and a vision for a decentralized future. If you are a proactive problem-solver who is passionate about supporting users and ensuring seamless financial experiences, we invite you to join us on our journey.

As a Payment Support Specialist, you will handle the full cycle of requests from our users and partners. You will serve as the company’s first point of contact and collaborate closely with developers, testers, and other teams to improve our processes and products. Your expertise will help ensure a positive experience for every user by resolving queries, investigating issues, and working closely with the product and technology teams.

This role offers an opportunity to dive into a complex product involving payment flows, blockchain, and compliance. You’ll work alongside the people who build these systems, with the team’s full support and all necessary resources.

Proven experience in payment support within Fintech or payments products is required.

Schedule: 3/3 rotation (2 days / 1 night).

Key Responsibilities

• Deliver world-class customer support via email, chat, and ticketing systems in a remote setting.-

• Quickly and accurately address payment-related queries, including transaction status, payment troubleshooting, and general account inquiries.

• Clearly explain payment flows, processes, and options to customers, ensuring clarity and satisfaction at every step.-

• Troubleshoot and resolve customer issues through detailed investigation and collaboration with internal teams.

• Document user feedback and work with product teams to continually refine our services.

• Maintain accurate records of customer interactions and payment issues in our CRM.

• Contribute to developing and improving support documentation and FAQs.

Essential Skills

• English language proficiency at B2+ or higher, plus proficiency in Russian, with strong written and spoken communication skills.

• Strong functional knowledge of payment processes, including payment gateways, transaction troubleshooting, and basic financial compliance.

• Proven experience in a customer support role, ideally within a fintech, payments, or digital product environment.

• Ability to empathize with customers, remain patient under pressure, and deliver clear, structured responses.

• Adaptability to rapid change and a proactive attitude towards learning new support tools and payment technologies.

Desirable Experience

• Experience with Fintech, cryptocurrency, or other digital payment systems.

• Previous experience working remotely or in distributed teams.

• Familiarity with support automation tools, knowledge bases, and CRM systems.

Key Soft Skills

• Attention to detail and accuracy in problem resolution and communication.

• Critical thinking and a structured approach to troubleshooting.

• Ability to work independently and as part of an international, collaborative team.

• Initiative, flexibility, and a willingness to drive process or product improvements based on customer insights.

• Excellent time management skills and resilience in fast-paced environments.

What We Offer

• Fully remote work with flexible hours, supporting a diverse and globally distributed team.

• Clear opportunities for career growth and professional development within the rapidly expanding fintech space.

• A continuous learning environment with access to tools, resources, and guidance from industry experts.

• An open and constructive feedback culture, including regular one-on-ones and transparent performance reviews.

• The chance to shape how users interact with innovative financial technologies.