As a company holding an EU EMI license Paytend provides SEPA bank account opening, Pay-in (acquiring), and Pay-out (issuing and GlobalFast Transfer) services, and is friendly to the cryptocurrency industry. We support the issuance of co-branded Visa and Mastercard cards. Our Paytend Wave supports Mobile SoftPos and E-commerce acquiring.
Key Responsibilities:
Respond to customer inquiries and issues via live chat, email, and phone, providing efficient and effective solutions.
Identify, analyze, and track customer issues while collaborating with internal teams (Tech, Product, Compliance, etc.) to ensure timely resolution.
Maintain the customer support system, accurately recording interactions and issue resolutions.
Provide customers with information and guidance on payments, transactions, account management, KYC (Know Your Customer) processes, and security measures.
Monitor and collect user feedback, offering insights and suggestions to the Product and Operations teams for service improvements.
Assist in creating and optimizing FAQs and customer support documentation to enhance self-service capabilities.
Ensure compliance with industry regulations and company policies, particularly in data security and user privacy protection.
Requirements:
1-3 years of experience in customer support or a related field, preferably in FinTech, payments, banking, or cryptocurrency.
Fluent English communication skills (both written and verbal); proficiency in additional languages is plus.
Experience with customer support management systems and familiarity with CRM or ticketing systems is preferred.
Strong problem-solving skills with the ability to handle customer needs efficiently in a fast-paced environment.
Knowledge of payment processes, blockchain transactions, and KYC/AML compliance is a plus.
A team player with the ability to work independently and take ownership of tasks.
Willingness to work in shifts, including weekends, holidays, or night shifts if required.
What we offer:
Experience of working in a fast-changing international environment;
Ability to participate in external trainings and conferences;
Hybrid working schedule with 4 days per week at the office and other flexible;
Annual performance and compensation reviews;
Friendly team and International work environment;
Office in the city center with a parking space;
Coffee, tea and snacks in the office;
Salary from 1700-2400 gross EUR (depending on experience).
