Customer Support Specialist

Job Overview

Utorg is looking for a detail-oriented and proactive Customer Support Specialist to join our fully remote team on a 4/4 schedule (two day shifts followed by two night shifts, UTC+3). In this role, you will be the first point of contact for merchants and end users encountering issues with our payment gateway and blockchain-based financial products. You will manage incoming support tickets, analyze transaction data, guide clients through standard procedures, and partner with cross-functional teams to ensure timely and accurate resolutions. This position is ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and is eager to deepen their understanding of payment systems and regulatory compliance.

Key responsibilities include:
• Handling merchant and client inquiries related to payment statuses, limits, refunds, and transaction checks
• Navigating and operating ticketing systems as well as payment dashboards (e.g., Grafana, internal admin panels)
• Following detailed support scripts and flowcharts to maintain high service standards
• Documenting case outcomes and escalating complex issues to technical or compliance teams when necessary
• Maintaining up-to-date knowledge of PCI DSS standards, KYC/AML regulations, and gateway ecosystem workflows

Why Join Us

At Utorg, you will work at the forefront of the fintech and blockchain convergence. We offer:
• Cutting-edge product exposure: Support solutions used in 187+ countries by top exchanges like OKX, NEAR, Wirex, and WhiteBIT
• Flexible remote environment: Balance work and life with a structured 4/4 shift rotation and the freedom to operate from anywhere
• Competitive compensation: Salary reviews tied to performance and professional growth
• Career development: Clear vertical and horizontal progression paths within customer success, product management, or operations
• Continuous learning: Opportunities to specialize in emerging areas such as DeFi, compliance automation, and advanced gateway integrations

About Utorg

Utorg is a pioneering fintech product company that bridges traditional finance and blockchain technologies. Founded on the principle of making digital asset transactions seamless and secure, we empower global businesses with payment solutions that comply with international standards and adapt to evolving market needs. With a passionate team of engineers, compliance experts, and support professionals, Utorg has earned recognition for reliability, transparency, and innovation. Join us to help shape the future of online payments and drive exceptional user experiences worldwide.

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