Customer Support Specialist

About Mellifera:

At Mellifera, we develop innovative IT solutions for Payment Service Providers (PSPs), Electronic Money Institutions (EMIs), and neobanking platforms in the European Union and the United Kingdom. Our team combines deep industry knowledge with cutting-edge technologies to ensure the seamless operation of payment systems and compliance with regulatory standards. Our flagship products include multifunctional payment gateways and AI-driven compliance platforms, supporting global expansion and digital transformation in financial services. 

We are an agile, horizontal team within a larger holding company, focused on developing cutting-edge payment gateway solutions and other fintech products. Our team values collaboration, technical excellence, and a results-driven approach, working closely with internal clients who provide banking, acquiring, and electronic money services.

The role:

This position is within the Customer Operations team, where you will be responsible for providing exceptional customer support through various communication channels regarding product usage, general inquiries, troubleshooting, and conducting KYC checks.

Responsibilities:

• Provide timely technical support to clients and partners regarding acquiring operations and payment systems
• Register and categorize incoming inquiries, including requests for assistance, error reports, and reporting-related queries
• Perform initial analysis and diagnosis of issues arising during transaction processing and payment gateway operations
• Resolve simple technical issues independently and escalate more complex problems when necessary
• Advise clients on setting up and using software for payment operations
• Document client inquiries, including problem descriptions, actions taken, and outcomes
• Collaborate with other company departments to promptly address clients' technical issues

What you need to succeed in this role:

• At least 1 year of experience as a customer support specialist in the FinTech industry
• Excellent written and verbal communication skills in English and Russian
• Knowledge of the principles of operation, payment terminals and payment gateways
• Good understanding of the technical aspects of payment processing and standard data transmission protocols in this field
• Experience with incident management and monitoring systems (e.g., Intercom, JIRA, Grafana, Asana)
• Experience with any ticketing/CRM system
• Quick learning ability and adaptability to new information
• A proactive and problem-solving mindset with excellent organizational skills
• Excellent communication skills and ability to explain complex technical concepts in simple terms
• Ability to work in shifts, including both day and night, to ensure 24/7 customer support

What we offer:

• Opportunity to shape the future of fintech solutions within a growing company
• A collaborative and supportive team environment
• Competitive salary
• Paid vacation
• Fully remote work

Additional Information:

• Employment Type: B2B Contract 

Salary Range:

1100 – 1500 EUR net per month