Customer Support Specialist – Fintech Payments

About the role

COLIBRIX ONE builds AI-powered payment technologies for PSPs, EMIs and neobanks across the EU and the UK, offering global card processing, digital wallets, cross-border merchant accounts and alternative payment methods. It is looking for a Customer Support Specialist to help clients and partners with acquiring and payment systems, handling technical inquiries, performing initial diagnostics and investigating transaction-processing issues. The role requires close collaboration with internal teams and clear communication with clients.

Key responsibilities

• Provide timely technical support to clients and partners on acquiring operations and payment systems
• Register and categorize incoming inquiries, including assistance requests, error reports and reporting queries
• Analyze and diagnose issues during transaction processing and payment gateway operations
• Resolve simple technical issues independently and escalate complex ones
• Advise clients on setting up and using payment software
• Document inquiries, including problem descriptions, actions taken and outcomes
• Work with other departments to resolve client technical issues quickly

Required profile

• At least 1-2 years of relevant experience in the fintech industry
• Excellent written and verbal communication in English and Russian
• Quick learner, adaptable and proactive problem solver with good organization
• Ability to explain complex technical concepts simply
• Willingness to work shifts, day and night, for 24/7 support

Required skills

• Understanding of payment terminals, payment gateways and payment processing protocols
• Incident management tools such as Intercom, JIRA, Grafana or Asana
• Ticketing or CRM systems

What we offer

• Opportunity to shape fintech solutions in a growing company
• Collaborative team and continuous learning opportunities
• Competitive salary and paid vacation
• Fully remote work

The employment is a B2B contract, shift-based, and will be offered through one of the group's legal entities depending on the role, location and legal framework.