Support Specialist

Support Specialist for a crypto-wallet project with a card. Junior or middle level, fully remote, full-time. Responsibilities include responding to user queries and assisting with KYC.

Responsibilities: - First line is handled by AI. You step in where it fails or where a human is needed. - Respond to users in the app chat, by email, and in Telegram. - Check bot responses and note errors. Add to the knowledge base for common questions. - Help users complete KYC, handle card issues, transfers, and withdrawals. - Escalate complex cases to account manager and compliance according to ready-made rules.

Requirements: - At least 1 year in support. FinTech, banking, or crypto is a plus. - Excellent written Russian and English. - Attention to detail and a calm tone when clients are upset. - Readiness to work with AI: check its responses and train it on real cases. - Understanding of fintech email correspondence. Nice to have: - Experience with Intercom, Zendesk, or similar helpdesk. - Understanding of KYC and how bank cards work.

Format: remote, full-time, possible shifts.