Customer Support Specialist

Join COLIBRIX ONE - Innovating the Future of PaymentsAt COLIBRIX ONE*, we're building advanced, AI-powered payment technologies that support Payment Service Providers (PSPs), Electronic Money Institutions (EMIs), and neobanks across the EU and the UK. As a fully licensed Electronic Money Institution (FCA Reference No. 927920) and holder of a Financial Institution Licence issued by the MFSA, as well as a principal member of both VISA and Mastercard, we provide comprehensive, real-world financial solutions that include:Global card processingDigital wallet infrastructureCross-border merchant accountsAlternative payment methods (APMs)Corporate accounts for legal entitiesWe're a fast-growing team with a passion for innovation, security, and scalability. Our culture values curiosity, collaboration, and impact - and we're looking for talented professionals who are ready to shape the future of fintech.At COLIBRIX ONE, your work directly powers the digital economy. If you're eager to solve meaningful challenges and build with purpose, we'd love to hear from you.The role:We are looking for a Customer Support Specialist to assist clients and partners with a wide range of issues related to acquiring and payment systems. This role goes beyond basic customer service - you will handle technical inquiries, perform initial diagnostics and investigate issues affecting transaction processing. Close collaboration with internal teams and clear communication with clients are key to ensuring fast and effective resolution of technical problems.

Responsibilities

Provide timely technical support to clients and partners regarding acquiring operations and payment systemsRegister and categorize incoming inquiries, including requests for assistance, error reports, and reporting-related queriesPerform initial analysis and diagnosis of issues arising during transaction processing and payment gateway operationsResolve simple technical issues independently and escalate more complex problems when necessaryAdvise clients on setting up and using software for payment operationsDocument client inquiries, including problem descriptions, actions taken, and outcomesCollaborate with other company departments to promptly address clients' technical issuesWhat you need to succeed in this role:At least 1-2 years of relevant experience in the fintech industryExcellent written and verbal communication skills in English and RussianKnowledge of the principles of operation, payment terminals and payment gatewaysGood understanding of the technical aspects of payment processing and standard data transmission protocols in this fieldExperience with incident management and monitoring systems (e.g., Intercom, JIRA, Grafana, Asana)Experience with any ticketing/CRM systemQuick learning ability and adaptability to new informationA proactive and problem-solving mindset with excellent organizational skillsExcellent communication skills and ability to explain complex technical concepts in simple termsAbility to work in shifts, including both day and night, to ensure 24/7 customer supportWhat we offer:Opportunity to shape the future of fintech solutions within a growing companyA collaborative and supportive team environmentContinuous learning and development opportunities to enhance your skills and career growthCompetitive salaryPaid vacationFully remote workAdditional Information: Employment Type: B2B Contract Working schedule: Shift-based, including both day and night shifts (24/7 rotation) Employment will be offered through one of the group's legal entities - Mellifera Kartiera Ltd, Colibrix Ltd, or Mellifera Operations Ltd - depending on the role, location, and applicable legal framework