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9 days ago
30,000 – 80,000 RUB
per month
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Grade
Intern
Work Format
Remote
Employment
Full-time
English Level
A1 - Beginner
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Salary: 30,000–80,000 ₽ per month
Work Format: fully remote (Global)
Employment Type: fulltime
Level: trainee/junior/middle
English: A1
TL;DR
Technical Support Specialist (Fintech): handling non-standard user requests for a payment service with a focus on interaction with an AI agent. Focus on checking payment statuses, escalating complex issues to relevant teams, and supporting clients until resolution.
A rapidly growing fintech startup is developing payment infrastructure for online projects. We are looking for a support specialist who will handle customer inquiries, assist with payment verification, and follow up on complex cases until a resolution is achieved.
Typical questions are handled by an AI agent. The specialist gets involved when a request requires additional verification, clarification of information, or involvement of a specialized team.
• Handling inquiries that the AI agent could not resolve correctly • Checking dialogue context and correcting automated responses if necessary • Requesting missing data: payment ID, amount, date, payment method, and screenshots • Verifying available payment information in the internal system • Assisting with inquiries regarding top-ups, payouts, refunds, and delays • Escalating complex cases to payment, technical, or compliance specialists • Clearly explaining the current status and next steps to the client • Monitoring escalations and ensuring inquiries are resolved • Documenting recurring issues and helping to improve the knowledge base • Reporting mass outages and non-standard situations to the team
• Proficient written Russian language • Attention to detail when working with payment amounts, statuses, and identifiers • Ability to understand the situation rather than just sending a template response • Calm and professional communication with clients • Ability to prioritize inquiries and escalate them in a timely manner • Responsibility and confidentiality • Willingness to master the internal system and payment process specifics
• Experience in supporting fintech, banks, payment services, or e-commerce • Understanding of the payment lifecycle • Experience with ticketing systems, CRM, and internal administrative systems • Experience interacting with technical and compliance teams
• Fully remote work • Work in a rapidly growing fintech startup • Opportunity to work with a modern payment product and AI tools • Clear escalation processes and interaction with specialized professionals • Opportunity to influence support quality and knowledge base development • Competitive fixed salary based on interview results • Regular performance-based bonuses • We financially support overtime work
