📍 Job Overview

Job Title: L1 Customer Support Specialist (FinTech)
Company: PayDo
Location: Ukraine (Remote)
Job Type: Full-time
Category: Customer Support
Date Posted: 2025-07-10
Experience Level: 0-2 years
Remote Status: Remote

🚀 Role Summary

📝 Enhancement Note: This role is critical for maintaining high customer satisfaction and loyalty by providing timely, effective, and empathetic solutions to customer issues in a fast-paced FinTech environment.

💻 Primary Responsibilities

Handle inbound customer requests via email, chat, and occasional phone calls, ensuring a high level of customer satisfaction.
Process customer complaints, provide solutions, and offer assistance within specified internal Service Level Agreements (SLAs).
Escalate complex issues to relevant internal departments and monitor their resolution in accordance with defined escalation channels and SLAs.
Update articles in Confluence on an ad hoc basis or regularly, in the specific area the CS agent is responsible for.
Demonstrate strong, soft, organizational, and self-management skills, with a customer-oriented approach and creative thinking to offer additional services and improve customer activity.
Shadow work for other departments in support (AML, KYB, KYC Teams) and onboard B2B clients through the ticketing system.

🎓 Skills & Qualifications

Education: Bachelor's degree in Business, Finance, or a related field. Relevant experience may be considered in lieu of a degree.

Experience: Minimum of 1 year of experience in a customer support role (L1), preferably within a FinTech, EMI, or regulated financial services environment.

Required Skills:

Proven ability to effectively respond to incoming client requests across various channels.
Demonstrated ability to process client complaints, provide effective solutions, and offer assistance within specified internal SLAs.
Experience with escalating issues to relevant internal departments and diligently monitoring their resolution in accordance with defined escalation channels and SLAs.
A genuine customer-centric mindset, with a proactive approach to identifying opportunities to offer additional services and enhance customer activity.
Experience with specific ticketing systems or CRM platforms.
Fluency in English (written and verbal) and Ukrainian (or Russian).

Preferred Skills:

Experience in a FinTech or regulated financial services environment.
Familiarity with electronic money institutions (EMIs) and their operations.
Knowledge of payment processing, IBANs, merchant solutions, and mass payment options.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate problem-solving skills and customer support experience through relevant case studies or examples.
Showcase strong communication skills and the ability to handle complex customer issues through role-play scenarios or previous performance evaluations.

Technical Documentation:

Provide examples of process improvement initiatives or customer service enhancements implemented in previous roles.
Share any relevant customer feedback or satisfaction metrics that demonstrate the impact of your support efforts.

💵 Compensation & Benefits

Salary Range: The salary range for this role is not specified. However, based on industry standards for entry-level customer support roles in Ukraine, the estimated salary range is ₴30,000 - ₴40,000 per month (gross).

Benefits:

A clear career path with opportunities for high-performing employees to advance into Senior roles or transition to other departments, fostering continuous growth and development.
Branded merch and corporate events at least once a year.

Working Hours: Standard working hours from Monday to Friday (with an occasional presence on Saturday or Sunday).

🎯 Team & Company Context

🏢 Company Culture

Industry: PayDo operates in the FinTech industry, offering multicurrency IBANs, merchant solutions, and mass payment options through a single platform and contract.

Company Size: PayDo is a growing FinTech company with a global presence in over 140 countries and 25 industries.

Founded: PayDo was founded in [Year], with a mission to provide premium and convenient payment services.

Team Structure:

The customer support team is responsible for handling customer inquiries and resolving issues.
The team works closely with other departments, such as AML, KYB, and KYC teams, to ensure customer issues are resolved efficiently.
The team follows Agile methodologies, with regular sprint planning and code reviews to maintain high-quality customer support.

Development Methodology:

PayDo follows Agile/Scrum methodologies for sprint planning, code review, and quality assurance.
The company uses Jira for task management and Confluence for knowledge sharing and documentation.
PayDo prioritizes continuous learning and improvement, with regular training and development opportunities for employees.

Company Website: [PayDo Website URL]

📝 Enhancement Note: PayDo's customer-centric culture values ownership, initiative, collaboration, and communication. The company encourages specialists to take charge, share ideas, and make a difference in the FinTech industry.

📈 Career & Growth Analysis

Customer Support Career Level: This role is an entry-level position (L1) in the customer support career path. The primary responsibility is handling customer inquiries and resolving issues, with a focus on customer satisfaction and problem-solving.

Reporting Structure: The L1 Customer Support Specialist reports directly to the Customer Support Team Lead.

Technical Impact: This role has a direct impact on customer satisfaction and loyalty. By providing effective and timely solutions to customer issues, the L1 Customer Support Specialist contributes to PayDo's overall success in the FinTech industry.

Growth Opportunities:

High-performing L1 Customer Support Specialists may advance to Senior roles within 1 year, Head roles within 2 years, and even C-level positions within 4 years, based on exceptional performance.
PayDo offers transparent career growth opportunities, with performance reviews anchored in KPIs to ensure recognition is merit-based.
The company provides a yearly allocation for advancing professional expertise and exceptional bonuses through the PayDo Ideas Hub.

📝 Enhancement Note: PayDo's career growth opportunities are designed to empower employees and foster continuous development in the dynamic FinTech environment.

🌐 Work Environment

Office Type: PayDo offers a remote work environment, allowing employees to work from the comfort of their homes or preferred co-working spaces.

Office Location(s): PayDo's headquarters are located in [Headquarters Location], with a global presence in over 140 countries.

Workspace Context:

PayDo's remote work environment encourages flexibility and a healthy work-life balance.
The company provides the necessary tools and resources for employees to perform their jobs effectively, including access to relevant software and platforms.
PayDo fosters a collaborative work environment, with regular team meetings and communication channels to ensure everyone is aligned with the company's goals and objectives.

Work Schedule: PayDo offers standard working hours from Monday to Friday, with an occasional presence on Saturday or Sunday as needed. The company values work-life balance and provides days of paid vacation and sick leave annually, with the flexibility to transfer unused days or receive compensation.

📝 Enhancement Note: PayDo's work environment is designed to empower employees and promote a healthy work-life balance in the FinTech industry.

📄 Application & Technical Interview Process

Interview Process:

Application Review: PayDo will review your application and resume to ensure your qualifications match the role's requirements.
Phone/Video Screen: A brief phone or video call to discuss your experience, skills, and career goals.
Technical Assessment: A practical assessment or case study to evaluate your problem-solving skills and customer support experience.
Final Interview: A final interview with the Customer Support Team Lead or hiring manager to discuss your fit for the role and the company culture.

Portfolio Review Tips:

Highlight your problem-solving skills and customer support experience through relevant case studies or examples.
Showcase your strong communication skills and the ability to handle complex customer issues through role-play scenarios or previous performance evaluations.
Tailor your portfolio to demonstrate your understanding of the FinTech industry and PayDo's products and services.

Technical Challenge Preparation:

Familiarize yourself with common customer support scenarios and best practices for handling customer inquiries and resolving issues.
Brush up on your knowledge of PayDo's products and services, as well as the FinTech industry as a whole.
Prepare for behavioral interview questions that focus on your customer support experience and problem-solving skills.

ATS Keywords: Customer Support, FinTech, Problem Solving, Communication Skills, Customer Service, Customer Experience, Customer Satisfaction, Troubleshooting, Escalation, Ticketing Systems, CRM Platforms, English, Ukrainian, Russian

📝 Enhancement Note: PayDo's interview process is designed to evaluate your customer support experience, problem-solving skills, and cultural fit for the company's dynamic FinTech environment.

🛠 Technology Stack & Web Infrastructure

Customer Support Technologies:

PayDo uses various customer support tools and platforms, including ticketing systems and CRM platforms, to manage customer inquiries and resolve issues efficiently.
The company may use specific tools such as Zendesk, Freshdesk, or HubSpot Service Hub for customer support management.
PayDo's customer support team also uses communication tools such as Slack or Microsoft Teams for internal collaboration and communication.

FinTech Technologies:

PayDo operates in the FinTech industry, offering multicurrency IBANs, merchant solutions, and mass payment options through a single platform and contract.
The company uses advanced payment processing technologies, including electronic money institution (EMI) systems, to provide premium and convenient payment services.
PayDo's technology stack may include payment processing platforms such as Stripe, Adyen, or Worldline, as well as banking and financial services software such as Temenos or Mambu.

📝 Enhancement Note: PayDo's technology stack is designed to provide advanced payment processing capabilities and efficient customer support management in the dynamic FinTech environment.

👥 Team Culture & Values

Customer Support Values:

PayDo's customer support team values ownership and initiative, with specialists taking charge and making a difference in the customer support process.
The team emphasizes collaboration and communication, working together to achieve more by sharing ideas and insights.
PayDo's customer support team is committed to providing exceptional customer service, with a focus on customer satisfaction and problem-solving.

Collaboration Style:

PayDo's customer support team follows Agile methodologies, with regular sprint planning and code reviews to maintain high-quality customer support.
The team uses Jira for task management and Confluence for knowledge sharing and documentation.
PayDo encourages a culture of continuous learning and improvement, with regular training and development opportunities for employees.

📝 Enhancement Note: PayDo's customer support team culture is designed to empower employees and foster continuous development in the dynamic FinTech environment.

⚡ Challenges & Growth Opportunities

Customer Support Challenges:

Handling a high volume of customer inquiries and resolving complex issues efficiently.
Managing customer expectations and maintaining a high level of customer satisfaction in a fast-paced FinTech environment.
Staying up-to-date with the latest FinTech trends and technologies, as well as PayDo's products and services.

Learning & Development Opportunities:

PayDo offers a clear career path with opportunities for high-performing employees to advance into Senior roles or transition to other departments, fostering continuous growth and development.
The company provides a yearly allocation for advancing professional expertise and exceptional bonuses through the PayDo Ideas Hub.
PayDo encourages a culture of continuous learning and improvement, with regular training and development opportunities for employees.

📝 Enhancement Note: PayDo's learning and development opportunities are designed to empower employees and foster continuous growth in the dynamic FinTech environment.

💡 Interview Preparation

Technical Questions:

Customer Support Fundamentals: Be prepared to discuss common customer support scenarios and best practices for handling customer inquiries and resolving issues.
FinTech Industry Knowledge: Brush up on your knowledge of the FinTech industry, as well as PayDo's products and services, to demonstrate your understanding of the role and the company's offerings.
Problem-Solving Skills: Prepare for behavioral interview questions that focus on your customer support experience and problem-solving skills, with a focus on real-life examples and case studies.

Company & Culture Questions:

Research PayDo's company culture, values, and mission to demonstrate your fit for the role and the company's dynamic FinTech environment.
Prepare for behavioral interview questions that focus on your customer support experience, problem-solving skills, and cultural fit for the company.
Familiarize yourself with PayDo's products and services, as well as the FinTech industry as a whole, to demonstrate your understanding of the role and the company's offerings.

Portfolio Presentation Strategy:

Tailor your portfolio to demonstrate your understanding of the FinTech industry and PayDo's products and services.
Highlight your problem-solving skills and customer support experience through relevant case studies or examples.
Showcase your strong communication skills and the ability to handle complex customer issues through role-play scenarios or previous performance evaluations.

📝 Enhancement Note: PayDo's interview preparation is designed to evaluate your customer support experience, problem-solving skills, and cultural fit for the company's dynamic FinTech environment.

📌 Application Steps

To apply for this L1 Customer Support Specialist (FinTech) position:

Submit your application through the application link.
Tailor your resume to highlight your customer support experience, problem-solving skills, and relevant industry knowledge.
Prepare a portfolio that showcases your problem-solving skills and customer support experience through relevant case studies or examples.
Research PayDo's company culture, values, and mission to demonstrate your fit for the role and the company's dynamic FinTech environment.
Prepare for behavioral interview questions that focus on your customer support experience, problem-solving skills, and cultural fit for the company.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with PayDo before making application decisions.

L1 Customer Support Specialist (FinTech)