Experienced Full Stack Customer Support Specialist – FinTech Payment Solutions

At blithequark, we're revolutionizing the way people and businesses make payments across the globe. As a leading Electronic Money Institution (EMI) authorized by the FCA in the UK, FINTRAC in Canada, and MFSA in Malta, we operate in 140 countries and over 25 industries, offering multicurrency IBANs, merchant solutions, and mass payment options. Our premium and convenient payment services are designed to make local and international payments seamless and efficient. We're now seeking an experienced Full Stack Customer Support Specialist to join our team. As the primary point of contact for customers seeking assistance with our products and services, you'll play a critical role in ensuring a high level of customer satisfaction and loyalty. If you're passionate about delivering exceptional customer experiences, possess a blend of communication and financial skills, and thrive in a dynamic FinTech environment, we'd love to hear from you!

Your Key Responsibilities

As a Full Stack Customer Support Specialist, you'll be responsible for:

• Responding to incoming requests from clients across various channels, including emails, chats, and occasional phone calls
• Processing complaints and providing effective solutions and assistance within specified internal SLAs
• Escalating issues to relevant internal departments (e.g., in Jira) and diligently monitoring their resolution in accordance with defined escalation channels and SLAs
• Updating articles in Confluence on an ad-hoc basis or regularly, in the specific area the CS agent is responsible for
• Shadowing work for other departments in support (AML, KYB, KYC Teams)
• Onboarding B2B clients through the ticketing system
• Collaborating with cross-functional teams to resolve complex customer issues and improve overall customer satisfaction

Your Skills & Expectations

To succeed in this role, you'll need:

• A minimum of 1 year of experience in a customer support role (L1), preferably within a FinTech, EMI, or regulated financial services environment
• Proven ability to effectively respond to incoming client requests across various channels, including emails, chats, and occasional phone calls
• Demonstrated ability to process client complaints, provide effective solutions, and offer assistance within specified internal SLAs
• Experience with escalating issues to relevant internal departments (e.g., in Jira) and diligently monitoring their resolution in accordance with defined escalation channels and SLAs
• A genuine customer-centric mindset, with a proactive approach to identifying opportunities to offer additional services and enhance customer activity
• Experience with specific ticketing systems or CRM platforms
• Fluent English (written and verbal) and Ukrainian (or Russian)

What You'll Get

As a Full Stack Customer Support Specialist at blithequark, you'll enjoy:

• A clear career path with opportunities for high-performing employees to advance into Senior roles or transition to other departments, fostering continuous growth and development
• Branded merch and corporate events at least once a year
• A dynamic and collaborative work environment that encourages innovation and creativity
• Opportunities to work on unique projects that can reshape company-wide processes
• A transparent performance review process that ensures recognition is merit-based
• Flexible and people-centric culture that prioritizes work-life balance and employee well-being
• Competitive compensation and incentives, including multiple payment options and bonuses through our Ideas Hub

Our Culture & Values

At blithequark, we live by principles that drive us to excellence:

• Ownership & Initiative: Specialists who take charge and make a difference
• Collaboration & Communication: Together, we achieve more by sharing ideas and insights

Why Join Us?

As a Full Stack Customer Support Specialist at blithequark, you'll be part of a global team redefining FinTech. Your expertise, passion, and ideas will shape the future of payments with us! Join us and discover a world of opportunities to grow, contribute, and thrive in a dynamic FinTech environment.

How to Apply

If you're passionate about delivering exceptional customer experiences and possess the skills and expertise we're looking for, please submit your application through our website. We can't wait to hear from you!

Equal Opportunities Employer

blithequark is an equal opportunities employer and welcomes applications from diverse candidates. We're committed to creating an inclusive and diverse work environment that reflects the communities we serve.

Data Protection

By submitting your application, you consent to the processing of your personal data in accordance with our Data Protection Policy. For more information, please visit our website.

Contact Us

If you have any questions or would like to learn more about this opportunity, please don't hesitate to contact us. We look forward to hearing from you! Apply for this job