Remote EU L1 FinTech Customer Support Specialist

SupportYourApp; United States; À distance; USD 40 000 - 70 000; Plein temps

Avantages offerts par ce poste

Fixed schedule (Mon–Fri) 9:00–17:00 GT

Fully remote within the EU

USD compensation

Referral rewards

Developer-friendly environment

Résumé du poste

SupportYourApp is seeking an L1 Customer Support Specialist to handle Zendesk tickets for FinTech clients from a remote EU home office. You will provide first responses, gather diagnostics, and escalate where needed, ensuring clear communication and steady progress with internal teams.

The role requires strong English skills, proven SaaS support experience, Zendesk proficiency, and the ability to work independently within an EU-based background-check framework.

Qualifications

• Excellent English communication skills (spoken and written).
• Experience in customer support, preferably B2B SaaS or software support.
• Strong practical knowledge of Zendesk.
• Familiarity with Fintech.
• Understanding of ticket management, SLAs, escalation procedures, and support workflows.
• Tech-savvy, confident navigating software platforms and learning new systems.
• Ability to collect and document technical information clearly.
• Proactive, independent, and persistent attitude with strong ownership of customer requests.
• Based in the EU and willing to complete a criminal background check.

Responsabilités

• Monitor and manage incoming tickets in Zendesk.
• Provide first responses within agreed SLAs.
• Collect issue details, including screenshots, software versions, steps to reproduce, and expected versus actual results.
• Perform basic troubleshooting and reproduce issues in testing environments.
• Answer common questions using documentation and user guides.
• Escalate complex issues to L2, QA, developers, or product teams and follow up until resolution.
• Coordinate change and feature requests with internal teams.
• Keep customers informed about the progress of their requests.
• Create and track bug tickets in Azure DevOps.
• Suggest improvements to support workflows and Zendesk processes.

Connaissances

English fluency

Customer support experience

Zendesk proficiency

FinTech familiarity

Ticket management

Tech-savvy

Ownership of requests

EU residency / EU background check

Reliable home-office setup

Outils

Zendesk

Azure DevOps

Description du poste

SupportYourApp is seeking an L1 Customer Support Specialist to handle Zendesk tickets for FinTech clients from a remote EU home office. You will provide first responses, gather diagnostics, and escalate where needed, ensuring clear communication and steady progress with internal teams.

The role requires strong English skills, proven SaaS support experience, Zendesk proficiency, and the ability to work independently within an EU-based background-check framework.