Customer Support Specialist (cryptowallet & card | night shifts)

About Utorg Founded in 2019, Utorg builds the infrastructure behind stablecoin payments: on- and off-ramps, self-custodial wallets, and crypto cards. Over 2 million users across 130+ countries already buy, hold, and spend crypto through our app. On the B2B side, the same rails power 2,100+ platforms, with $2.4B+ moved to date. Fully MiCA-authorized across the EEA. PCI DSS Level 2 certified and backed by Dragonfly, TA Ventures, and Hypra. We are an international team of young and ambitious professionals united by a passion for innovation and a belief in the decentralized world. We are now looking for a Customer Support Specialist (L1/L2) to strengthen our team and contribute to the success of our products. Key responsibilities: Handling support tasks with control over resolution or escalation through the ticketing process. Analyzing customer problems, identifying root causes, and providing effective solutions to ensure customer satisfaction. Communicating, monitoring, and assisting merchants. Collaborating with other departments to address customer tasks and issues. Expanding and maintaining an internal knowledge base to keep it up to date. Work schedule: 2/2 night shifts (20:00 to 8:00) UTC+3. Required skills: Proven experience in a similar customer support role , ideally within fintech, crypto, or tech-driven environments. English language proficiency at least B2+ level, since we communicate with our customers in English. All communication with customers is via text, no voice chats. Also, Russian language - spoken level C1 or higher, with strong written skills (able to write clearly and correctly). Attention to detail, responsibility, proactiveness, and customer orientation - as basic and cliché as it sounds, it's an important quality since we are building financial products, and it's extremely important to pay close attention to the issue at hand and determine what exactly is going on and why. Strong knowledge of payment processes (3DS, chargeback, settlement, hol