Payment Support Specialist (Remote, Switzerland)

About the role

A partner company is recruiting a Payment Support Specialist based in Switzerland for a fast-growing fintech firm at the intersection of traditional finance and blockchain. The role is fully remote, part of an international team, and involves being the main point of contact for users and partners on payment processes, transaction issues and financial products. It covers payment gateways, digital assets, blockchain solutions and compliance processes.

Key responsibilities

• Deliver customer support via email, live chat and ticketing systems
• Handle payment inquiries, transaction status, failed payments and account questions
• Explain payment flows, options and procedures to users and partners
• Analyze issues, find root causes and work with technical teams to resolve complex cases
• Collaborate with developers, testers and product managers to improve platform performance
• Document recurring issues and user feedback to help improve products and processes
• Maintain accurate records of interactions and resolutions in CRM and ticketing systems
• Contribute to FAQs, knowledge bases and troubleshooting guides
• Follow the 3/3 rotational schedule: two day shifts and one night shift

Required profile

• B2 English and Russian, with strong written and verbal communication in both
• Previous customer support experience, preferably in fintech, payment services or digital products
• Practical understanding of payment processes, payment gateways and basic financial compliance
• Strong analytical, troubleshooting and customer service skills
• Attention to detail, calm under pressure, good time management and independent work in a distributed team
• Flexibility for the rotational schedule; remote or global team experience desirable

Required skills

• Familiarity with CRM platforms, ticketing systems, knowledge bases or support automation tools is an advantage
• Experience with cryptocurrency products, blockchain services or digital payment solutions is a plus

What we offer

• Fully remote work in a flexible, remote-first environment
• Career development, continuous learning and constructive feedback
• International collaboration and direct impact on customer experience