Работа в России, вакансия - Senior Customer Support Specialist • Санкт-Петербург - id329

We are seeking an experienced and customer-oriented Customer Support Specialist to join our Operations Dept. and help us deliver top-tier support for our sophisticated fintech products and services. As a key point of contact for our customers, you will leverage your expertise in payments, transfers, cards, and crypto to address complex inquiries, resolve issues, and deliver proactive guidance. This role requires a customer-first mindset, strong ownership, and the ability to make a significant impact on customer satisfaction, retention, and loyalty.

Does this sound like a fit? Join us and help shape the future of financial services!

What You’ll Be Doing

• Own the resolution of complex customer inquiries across phone, email, chat, and social media channels, demonstrating expertise and professionalism.
• Diagnose and address advanced issues in e-payments, crypto, cards, and account management while offering tailored solutions.
• Document customer interactions and resolutions accurately in the CRM, ensuring thorough follow-ups.
• Identify recurring customer issues and recommend product or process improvements.
• Collaborate with internal teams to efficiently resolve escalations and enhance customer outcomes.
• Stay informed about new features, industry trends, and best practices to continuously improve support quality.
• Ensure compliance with company policies, industry regulations, and data privacy standards in all interactions.

What You’ll Bring

• Exceptional communication, listening, and questioning skills, with the ability to build strong partnerships across all levels and deliver exceptional client service.
• Proven experience in customer support within the fintech or financial sector, with a customer-centric mindset and the ambition to be a trusted business advisor.
• Strong problem-solving and analytical skills, including the ability to view issues from the client’s perspective and provide tailored solutions.
• Proficiency in CRM software, help desk tools, and a deep understanding of key financial concepts and fintech products.
• Effective at virtual collaboration, influencing, and working within multicultural environments.
• Ability to explain complex concepts clearly and concisely, paired with excellent written and verbal English communication skills (C1 or higher).
• A proactive approach to troubleshooting, ensuring compliance with company policies, and delivering consistently high-quality customer service.

What we offer

• Salary: We offer a competitive salary, tailored to your experience.
• Team & Product: We’re a team of passionate individuals who believe in our product and its potential to make a real impact.
• Growth Opportunities: Shape our journey while advancing your career and making your mark.
• Flexibility: We value our people and are open to flexible working arrangements.
• Remote Work: No need to be in the office every day—enjoy a remote working model.