Customer Support Operations Officer
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Support clients, validate new product releases through User Acceptance Testing, identify operational improvements, and turn customer feedback into product enhancements in a fast-moving fintech environment.
Responsibilities
- Log and manage incoming inquiries and complaints across all channels throughout the lifecycle.
- Monitor platform status alerts and keep relevant stakeholders informed.
- Coordinate with Business Development, Finance, Payment Operations, Compliance, Product, and IT to resolve complex support queries.
- Lead and execute UAT for platform builds, financial instruments, payment rails, and feature releases.
- Define and check test cases to identify bugs, performance bottlenecks, and UX friction before deployment.
- Collaborate with Product and Engineering teams to report issues, retest fixes, and validate platform stability.
- Analyze client and internal feedback to identify feature gaps and process bottlenecks.
- Assist with Change Requests and document functional requirements for technical teams.
- Refine internal workflows, operational procedures, and support documentation.
Requirements
- 2+ years of B2B Customer Support experience in fintech, payment institutions, banking, FX, or digital assets.
- Experience managing customer inquiries through resolution and coordinating with internal stakeholders.
- Experience working with Product, Engineering, Operations, Compliance, or cross-functional teams.
- Experience or willingness to participate in UAT, validate features, and report bugs or usability issues.
- Proficiency with Jira, Confluence, Zendesk, Intercom, or similar tools.
- Strong analytical, problem-solving, organizational, and communication skills.
- Professional fluency in English; French is desirable and Russian is advantageous.
- Self-organized, proactive, and comfortable in a fast-paced fintech environment.
Benefits
- High impact on a global payments platform.
- Growth opportunities across product development, payment operations, and client management.
- Modern and collaborative working culture.