📍 Job Overview

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

🚀 Role Summary

Handle inbound customer requests via email, chat, and phone calls, providing timely and effective solutions.
Troubleshoot technical issues and escalate complex cases to relevant internal departments.
Maintain and update customer support articles in Confluence.
Contribute to customer satisfaction and loyalty through a customer-first mindset and proactive approach.
Collaborate with other departments to improve customer activity and offer additional services.

📝 Enhancement Note: This role requires strong communication skills, patience, and the ability to multitask in a dynamic and fast-paced environment. Previous experience in FinTech or a regulated financial services environment is preferred but not required.

💻 Primary Responsibilities

Customer Interaction: Respond to incoming requests from clients via email, chat, and occasional phone calls, ensuring high customer satisfaction and loyalty.
Issue Resolution: Process complaints, troubleshoot technical issues, and provide solutions within the internal Service Level Agreement (SLA).
Escalation Management: Escalate issues to relevant internal departments in Jira and monitor their resolution, ensuring compliance with SLAs and defined escalation channels.
Knowledge Base Management: Update articles in Confluence on an ad hoc basis or regularly, in the specific area the CS agent is responsible for.
Cross-Functional Collaboration: Shadow work for other departments in support (AML, KYB, KYC Teams) and contribute to improving customer activity and offering additional services.
B2B Onboarding: Onboard B2B clients through the ticketing system.

📝 Enhancement Note: This role requires strong organizational skills, the ability to prioritize tasks, and a proactive approach to problem-solving. Candidates should be comfortable working in a fast-paced environment and handling multiple tasks simultaneously.

🎓 Skills & Qualifications

Education: Bachelor's degree in Business, Finance, or a related field (or equivalent experience).

Experience:

Minimum of 1 year of experience in a customer support role (L1), preferably within a FinTech, EMI, or regulated financial services environment.
Proven ability to effectively respond to incoming client requests across various channels, including emails, chats, and occasional phone calls.
Demonstrated ability to process client complaints, provide effective solutions, and offer assistance within specified internal SLAs.
Experience with specific ticketing systems or CRM platforms.

Required Skills:

Fluent English (written and verbal) and Ukrainian (or Russian).
Strong communication skills, both written and verbal.
Excellent problem-solving skills and the ability to think creatively.
Ability to work independently and in a team environment.
Strong organizational skills and the ability to prioritize tasks.
Proactive approach to customer service and a customer-centric mindset.

Preferred Skills:

Previous experience in a FinTech or regulated financial services environment.
Familiarity with Jira and Confluence.
Knowledge of payment processing and financial services.

📝 Enhancement Note: Candidates with experience in customer support, excellent communication skills, and a customer-centric mindset are strongly encouraged to apply. Previous experience in FinTech or a regulated financial services environment is a plus but not required.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

A well-structured portfolio showcasing previous customer support or related experience.
Examples of successful issue resolution, customer feedback, or performance metrics.
Evidence of strong communication skills, problem-solving abilities, and a customer-centric mindset.

Technical Documentation:

Documentation of previous customer support processes, workflows, or standard operating procedures.
Examples of customer support articles or knowledge base contributions.

📝 Enhancement Note: While a portfolio is not explicitly required for this role, providing examples of successful customer support experiences, issue resolution, and performance metrics can strengthen a candidate's application.

💵 Compensation & Benefits

Salary Range: Competitive salary based on experience and performance, with opportunities for bonuses and career growth.

Benefits:

A clear career path with opportunities for high-performing employees to advance into Senior roles or transition to other departments.
Branded merch and corporate events at least once a year.
Empowerment through professional development, including a yearly allocation for advancing professional expertise.
Unlock your potential with transparent career growth opportunities, performance reviews anchored in KPIs, and exceptional bonuses through the PayDo Ideas Hub.
Make a lasting impact by working on unique projects and reshaping company-wide processes.
Flexible and people-centric culture, with days of paid vacation and sick leave, and additional holidays aligned with the local calendar.
Multiple payment options, including Private Entrepreneurship accounts or popular e-wallets.

📝 Enhancement Note: PayDo offers a competitive salary and comprehensive benefits package, with a strong focus on professional development and career growth opportunities.

🎯 Team & Company Context

🏢 Company Culture

Industry: FinTech, Electronic Money Institution (EMI)

Company Size: Medium (140 countries, 25 industries)

Founded: Not specified

Team Structure:

Customer Support Team: Handles inbound customer requests, troubleshoots technical issues, and ensures customer satisfaction.
Other departments: AML, KYB, KYC, Product, Engineering, and more.

Development Methodology:

Agile/Scrum methodologies for project management and sprint planning.
Collaborative development and testing practices.
Continuous integration and deployment (CI/CD) pipelines for automated deployment.

Company Website: PayDo

📝 Enhancement Note: PayDo operates in a dynamic and fast-paced FinTech environment, with a strong focus on customer satisfaction and continuous innovation.

📈 Career & Growth Analysis

Customer Support Career Level: Entry-level to mid-level, with opportunities for advancement to Senior roles or transition to other departments.

Reporting Structure: Reports directly to the Customer Support Team Lead or Manager.

Technical Impact: Directly impacts customer satisfaction, loyalty, and retention through effective issue resolution and proactive customer support.

Growth Opportunities:

Career Progression: High-performing employees can advance to Senior roles within the Customer Support team or transition to other departments, such as Product, Engineering, or Operations.
Technical Skill Development: Opportunities to learn and develop skills in customer support, issue resolution, and process improvement.
Leadership Potential: With experience and strong performance, employees can take on leadership roles within the Customer Support team or other departments.

📝 Enhancement Note: PayDo offers clear career growth opportunities for high-performing employees, with a focus on continuous learning and development.

🌐 Work Environment

Office Type: Remote, with occasional on-site presence on weekends.

Office Location(s): Moldova, with a global presence in 140 countries.

Workspace Context:

Remote Work: Employees can work from home or a co-working space, with the flexibility to manage their own schedule.
Collaboration Tools: PayDo uses various collaboration tools, such as Jira and Confluence, to streamline workflows and facilitate communication.
Cross-Functional Interaction: Customer Support agents collaborate with various departments, such as AML, KYB, KYC, Product, and Engineering, to improve customer activity and offer additional services.

Work Schedule: Standard working hours from Monday to Friday, with an occasional presence on weekends.

📝 Enhancement Note: PayDo offers a flexible and remote-friendly work environment, with the opportunity to collaborate with a global team and work on unique projects.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief conversation to assess communication skills, customer-centric mindset, and cultural fit.
Role-specific Assessment: A practical assessment or case study to evaluate problem-solving skills, issue resolution, and customer support experience.
Final Interview: A conversation with the hiring manager or team lead to discuss career aspirations, expectations, and next steps.

Portfolio Review Tips:

Highlight successful customer support experiences, issue resolution, and performance metrics.
Showcase strong communication skills, problem-solving abilities, and a customer-centric mindset.
Provide examples of customer support articles or knowledge base contributions.

Technical Challenge Preparation:

Brush up on customer support best practices, issue resolution techniques, and communication skills.
Familiarize yourself with the FinTech industry and PayDo's products and services.
Prepare questions to ask the interviewer about the company, team, and role.

ATS Keywords: Customer Support, FinTech, Issue Resolution, Problem Solving, Communication, Customer Service, Complaint Processing, Escalation Management, Ticketing Systems, CRM Platforms, Fluent English, Ukrainian, Russian.

📝 Enhancement Note: PayDo's interview process focuses on assessing communication skills, problem-solving abilities, and customer support experience. Candidates should be prepared to discuss their customer support experiences, issue resolution techniques, and career aspirations.

🛠 Technology Stack & Web Infrastructure

Customer Support Tools:

Jira: Project management and issue tracking.
Confluence: Knowledge base and collaboration platform.
Specific ticketing systems or CRM platforms (e.g., Zendesk, Freshdesk, Salesforce).

Communication Tools:

Email clients (e.g., Gmail, Outlook).
Chat platforms (e.g., Slack, Microsoft Teams).
Phone systems (e.g., VoIP, softphone).

📝 Enhancement Note: PayDo uses various customer support tools, communication platforms, and project management software to streamline workflows and facilitate collaboration.

👥 Team Culture & Values

Customer Support Values:

Customer-centric: Always prioritize customer needs and strive to exceed expectations.
Proactive: Anticipate customer needs and take initiative to resolve issues before they arise.
Empathetic: Understand and share the feelings of customers to provide personalized and effective support.
Collaborative: Work closely with other departments to improve customer activity and offer additional services.

Collaboration Style:

Cross-functional: Collaborate with various departments, such as AML, KYB, KYC, Product, and Engineering, to improve customer activity and offer additional services.
Knowledge sharing: Share customer support best practices, issue resolution techniques, and process improvements with the team.
Continuous learning: Stay up-to-date with industry trends, customer support best practices, and emerging technologies.

📝 Enhancement Note: PayDo's customer support team values a customer-centric mindset, proactivity, empathy, and collaboration. Team members work closely with other departments to improve customer activity and offer additional services.

⚡ Challenges & Growth Opportunities

Technical Challenges:

High-volume inbound requests: Handle a large volume of customer inquiries efficiently and effectively.
Complex issue resolution: Troubleshoot and resolve complex technical issues, often requiring collaboration with other departments.
Language barriers: Communicate effectively with customers from diverse backgrounds and languages, using translation tools when necessary.
Time management: Prioritize tasks and manage time effectively to meet internal SLAs and customer expectations.

Learning & Development Opportunities:

Customer support skills: Develop and refine customer support skills, issue resolution techniques, and communication strategies.
Process improvement: Identify inefficiencies in customer support processes and workflows, and propose improvements.
Leadership development: Gain experience in team management, mentoring, and process improvement to prepare for leadership roles.
Industry knowledge: Stay up-to-date with FinTech trends, payment processing, and financial services regulations.

📝 Enhancement Note: PayDo's customer support role presents unique challenges and growth opportunities, with a focus on continuous learning, process improvement, and leadership development.

💡 Interview Preparation

Technical Questions:

Customer support scenarios: Describe your experience handling customer inquiries, troubleshooting technical issues, and resolving complaints.
Issue resolution techniques: Explain your approach to identifying, diagnosing, and resolving customer issues.
Customer-centric mindset: Provide examples of when you went above and beyond to ensure customer satisfaction and loyalty.
Process improvement: Discuss your experience identifying inefficiencies in customer support processes and proposing improvements.

Company & Culture Questions:

Company culture: Describe what you like about PayDo's company culture and how it aligns with your personal values.
Team dynamics: Explain how you work effectively in a remote, cross-functional team environment.
Career growth: Discuss your long-term career goals and how this role can help you achieve them.

Portfolio Presentation Strategy:

Customer support examples: Highlight successful customer support experiences, issue resolution, and performance metrics.
Customer-centric mindset: Showcase your ability to understand and share the feelings of customers, providing personalized and effective support.
Process improvement: Demonstrate your experience identifying inefficiencies in customer support processes and proposing improvements.

📝 Enhancement Note: PayDo's interview process focuses on assessing customer support experience, issue resolution techniques, and cultural fit. Candidates should be prepared to discuss their customer support experiences, problem-solving abilities, and career aspirations.

📌 Application Steps

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

Submit your application: Click on the application link and complete the online application form, highlighting your relevant customer support experience, issue resolution skills, and communication abilities.
Prepare your portfolio: Tailor your portfolio to showcase successful customer support experiences, issue resolution, and performance metrics. Include examples of customer support articles or knowledge base contributions.
Research the company: Familiarize yourself with PayDo's products, services, and company culture. Prepare questions to ask the interviewer about the company, team, and role.
Practice common customer support scenarios and interview questions: Brush up on your customer support skills, issue resolution techniques, and communication strategies. Prepare for behavioral and situational interview questions that focus on customer support experiences and problem-solving abilities.

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

L1 Customer Support Specialist (FinTech)