Customer Support Specialist (Fintech, 24/7)

About the role

Colibrix One builds AI-powered payment technologies for PSPs, EMIs and neobanks across the EU and UK, and is looking for a Customer Support Specialist to help clients and partners with acquiring and payment systems. The role handles technical inquiries, performs initial diagnostics and investigates issues affecting transaction processing, working closely with internal teams and communicating clearly with clients.

Key responsibilities

• Provide timely technical support to clients and partners on acquiring operations and payment systems
• Register and categorize incoming inquiries, including assistance requests, error reports and reporting queries
• Analyze and diagnose issues during transaction processing and payment gateway operations
• Resolve simple technical issues independently and escalate complex ones
• Advise clients on setting up and using payment software
• Document inquiries, including problem descriptions, actions taken and outcomes
• Collaborate with other departments to resolve client issues quickly

Required profile

• At least 1-2 years of relevant experience in the fintech industry
• Excellent written and spoken English and Russian
• Good understanding of payment terminals, payment gateways and payment processing protocols
• Quick learner, proactive problem solver with strong organization skills
• Ability to explain complex technical concepts simply
• Willingness to work shifts, day and night, for 24/7 support

Required skills

• Incident management and monitoring tools such as Intercom, JIRA, Grafana and Asana
• Ticketing or CRM systems

What we offer

• Opportunity to shape fintech solutions in a growing company
• Collaborative team and continuous learning opportunities
• Competitive salary and paid vacation
• Fully remote work