Experienced Full Stack Customer Support Specialist – FinTech Payment Solutions

At arenaflex, we're revolutionizing the world of FinTech with our cutting-edge payment solutions, serving over 140 countries and 25 industries. As a leading Electronic Money Institution (EMI) authorized by the FCA in the UK, FINTRAC in Canada, and MFSA in Malta, we're committed to providing premium and convenient payment services through our multicurrency IBANs, merchant solutions, and mass payment options. With all features available through one platform and contract, we're the preferred solution for local and international payments. We're seeking an experienced and customer-centric 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 by providing timely, effective, and empathetic solutions to customer issues.

Your Key Responsibilities:

* Respond to incoming requests from clients via email, chat, phone, and other channels

• Process complaints and provide solutions and assistance to clients within a specified time frame due to the internal SLA
• Escalate, where necessary, and control tasks completed by other departments in Jira
• Escalate various issues and monitor their resolution to the relevant contact persons in accordance with the SLAs and defined escalation channel
• Update articles in Confluence on an ad hoc basis or regularly, in the specific area the CS agent is responsible for
• Develop strong, soft, organizational, and self-management skills, with a customer-oriented approach
• Offer additional services and improve customer activity through creative thinking
• Shadow work for other departments in support (AML, KYB, KYC Teams)
• Onboard B2B clients through the ticketing system

Skills & Expectations:

* 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:

* 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 Bit More About Us:

At arenaflex, we offer a wide range of professional experience and opportunities to boost your career in FinTech. Our advanced payment product allows you to get dedicated multicurrency IBANs, Checkout (cards and APMs with a rough wallet), Cards, and Mass Payments.

What's In It For You:

At arenaflex, specialists are at the heart of our innovation and success. Joining our team means accessing unparalleled opportunities to grow, contribute, and thrive in a dynamic FinTech environment.

Empowerment Through Professional Development:

Yearly allocation for advancing your professional expertise

Unlock Your Potential:

Transparent career growth with opportunities to achieve Lead roles within 1 year, Head roles in 2 years, and even C-level within 4 years, based on exceptional performance

Make a Lasting Impact:

Work on unique projects where your contributions can reshape company-wide processes

Flexible and People-Centric Culture:

Days of paid vacation annually, with the flexibility to transfer unused days or receive compensation

Compensation & Incentives:

Multiple payment options, including Private Entrepreneurship accounts or popular e-wallets

Our Values:

At arenaflex, 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 Become part of a global team redefining FinTech. Your expertise, passion, and ideas will shape the future of payments with arenaflex!

Apply Now:

If you're a customer-centric and experienced professional looking to join a dynamic FinTech team, apply now to become our Full Stack Customer Support Specialist. Apply for this job