Business Support Specialist - Crypto Payments – B2B

Department: Business Support

Reports To: Business Support Team Lead and/or Head of Department

Job Summary:

As a Business Support Specialist in the crypto payments field, you will serve as the first point of contact for our business clients, providing exceptional support and guidance on our cryptocurrency payment solutions. You will play a crucial role in assisting users with their inquiries, troubleshooting issues related to crypto transactions, and educating customers on secure and efficient usage of our payment systems. Your expertise will contribute significantly to our mission of making cryptocurrency payments seamless and accessible to all.

Key Responsibilities:

• Client Inquiry Resolution: Respond to client inquiries via email and chat with accurate, timely, and professional answers. Handle cases related to transaction processing, payment discrepancies, and our overall range of services provided.
• Technical Support: Escalate technical issues related to payment processing, wallet integration, features, and transaction failures. Collaborate with the technical team to identify and fix underlying system problems.
• Educational Support: Help the clients to understand better the basics of cryptocurrency, blockchain technology, and secure transaction practices. Guide clients through our platform’s features and functionalities.
• Feedback and Improvement: Collect clients' feedback and suggestions for improving the overall user experience. Work closely with the product and development teams to implement customer-centric enhancements.
• Documentation and Reporting: Maintain detailed logs of customer interactions, issues, and resolutions. Gather insights on customer service activities and trends for management review.
• Policy and Compliance: Ensure all clients' interactions comply with regulatory standards and company policies. Stay updated on changes in cryptocurrency regulations that may impact our services.

Required Skills and Qualifications:

• Good to have Bachelor degree (not mandatory) or equivalent relevant experience in the Business operations, and Support, domains like Finance, Crypto, iGaming, Trading, or other related fields.
• Team Player with the ability to interact with all company departments in case of need.
• Proven experience in Customer support services, preferably in the fintech, banking, or cryptocurrency sectors.
• Strong understanding of the Crypto field, blockchain technology, and digital wallets.
• Excellent communication skills, both written and verbal, with the ability to explain complex concepts in simple terms.
• High level of empathy and the ability to remain calm and professional in challenging situations.
• Proficient in using customer service software, databases, and tools (Slack, Skype, Teams, Telegram, Google Workspace, ZenDesk).
• Fluent in English and Lithuanian

Additional Qualifications:

• Familiarity with the ISO27001 practices (good to have, not mandatory)
• Familiarity with the global landscape in the Crypto field (good to have, not mandatory)

Work Environment:

• Fast-pacing and dynamic company, a leader in the Crypto payments processing market, focussed on Innovation, Growth, and Client satisfaction.
• Collaborative team setting with opportunities for personal and professional growth.
• Flexible working hours (on shifts, summarized working hours) with the possibility of remote work arrangements.
• Working hours might vary, Monday to Friday between 08:00 and 24:00 (GMT +3), Saturday and Sunday 09:00 and 21:00 (GMT +3), might be changed, upon business needs

Compensation and Benefits Package:

• Competitive Salary paid monthly 1900-2500 Gross
• Health and Incidents Insurance plan
• 20 days Paid Time Off
• Professional Development, as per your personal performance and commitment we can support your professional growth
• Work-Life Balance, flexible working hours (on shifts), and the option to work remotely
• Sport Compensation
• Technology, Company-provided laptop, and tech setup allowance to ensure you have the tools you need to succeed

How to Apply:

Please submit your resume, cover letter, and any relevant work samples or certifications related to cryptocurrency or customer service. In your cover letter, explain why you’re passionate about the cryptocurrency payments sector and how your experience makes you a perfect fit for this role.