Customer Support Specialist (Crypto Processing)

Description of the Role

As a Customer Support Specialist (Crypto Processing) at Utorg, you will serve as the primary point of contact for users encountering challenges with crypto transactions and payment integrations. You will proactively monitor support channels—live chat, email, ticketing system—and respond to inquiries within SLA, ensuring timely resolution across day and night shifts. Responsibilities include investigating transaction issues, guiding customers through KYC processes, troubleshooting API integrations, and collaborating with Product and Engineering teams to escalate complex bugs. Ideal candidates possess strong attention to detail, exemplary written and verbal communication skills in English, and a passion for FinTech and blockchain technologies. You will also contribute to the continuous improvement of knowledge base articles and support workflows, helping to maintain a high customer satisfaction rate and drive product enhancements. Additionally, you will analyze support metrics—response time, ticket volume, resolution rate—and prepare weekly reports for leadership. You will collaborate with marketing to convey customer feedback and help tailor product roadmaps, ensuring Utorg’s solutions remain competitive and user-focused.

Why This Role is Unique

Utorg offers a fully remote environment with a structured 4/4 shift system (two day shifts followed by two night shifts, UTC+3), enabling work–life balance while supporting a global user base. Join an international team of seasoned FinTech professionals and gain deep exposure to modern blockchain payment solutions powering transactions in over 187 countries. The position features flexible hours without micromanagement, an annual salary review, and paid vacation and sick leave. Working at the intersection of traditional finance and Web3, you will shape the future of crypto processing, build valuable customer insights, and unlock growth opportunities within a rapidly evolving market.

About the Company

Utorg is a fast-growing fintech product company specialized in bridging traditional financial systems and blockchain networks. Trusted by leading partners including OKX, NEAR, Wirex, and WhiteBIT, Utorg powers seamless crypto payment and settlement services worldwide. The team values transparency, innovation, and customer-centric excellence, fostering a culture of collaboration and continuous learning. Utorg invests in its people through professional development initiatives and encourages team members to propose product enhancements backed by data-driven insights. By joining Utorg, you become part of a mission to make digital asset transactions more accessible, secure, and efficient for businesses and end users alike.