Customer Support Specialist
We're hiring a B2B Customer Support focused on business clients only (not end-consumers). You will handle operational and technical support related to international remittances, ensuring fast responses, strong follow-up, and clear communication with partners.
We want someone aggressive in the right way: proactive, persistent, and uncomfortable with silence. If there's no answer, you push, escalate, and own the resolution.
Responsibilities
Manage and follow up on B2B support requests related to transactions, status updates, reconciliations, operational flows, and incidents.
Investigate issues end-to-end (system, operations, compliance, back office, external partners) until fully resolved.
Drive active follow-ups internally and externally: if someone doesn't reply, you escalate and unblock.
Document cases clearly (context, evidence, screenshots/logs, timeline, impact).
Apply an agile problem-solving approach (triage, prioritization, daily follow-ups, incident management, post-mortems, continuous improvement).
Spot patterns and propose process improvements to reduce recurrence and time-to-resolution.
Must-have requirements
Advanced English (written and spoken): you will communicate with partners and stakeholders.
Availability to work weekends, with defined support shifts (rotational schedule).
Previous experience in customer support (B2B, C2C, or both).
Experience in fintech, payments, remittances, FX, money transfer or bank.
Strong problem-solving and analytical mindset: you can structure issues and execute a clear action plan.
Organized, disciplined, and comfortable working with SLAs, priorities, and escalations.
The profile we want (important)
Direct, fast, and objective — no fluff.
Relentless follow-up — you don't tolerate unanswered messages; you push until it's closed.
High ownership — you stay on it until it's resolved.
Analytical thinking — you understand impact, identify root causes, and help prevent повтор issues.
Comfortable in a fast-paced environment with multiple teams involved.
Nice to have (not required)
Familiarity with support and management tools (e.g., CRM, Jira/ClickUp, Zendesk, Intercom, etc.).
Experience handling critical incidents and stakeholder communication.
Languages
English: High level (required)
French: Mid level (good to have)
Spanish: Mid level (good to have)
Work model
B2B support with a weekend rotation (defined shifts).
High-ownership environment focused on execution, prioritization, and resolution.
If you're the type who won't let go until the issue is solved — and you enjoy real, high-impact problem solving — we want to hear from you.