About the Role
Provide timely and accurate support to users through multiple communication channels, ensuring clarity and resolution in line with platform policies and security standards.
Responsibilities
- Respond to customer inquiries via email and live chat in both Russian and English
- Troubleshoot user issues related to account access, verification, and security
- Assist customers with deposit, withdrawal, and trading functionality
- Escalate technical problems to relevant internal teams
- Maintain accurate records of customer interactions and resolutions
- Follow security protocols when handling sensitive user data
- Guide users through identity verification processes
- Explain platform features and trading mechanics clearly
- Identify recurring issues and suggest improvements
- Collaborate with compliance teams on account investigations
- Monitor support tickets for urgent or high-priority cases
- Adhere to response time standards for all customer communications
- Translate support materials when necessary
- Report fraudulent or suspicious activity according to policy
- Support users during platform maintenance or outages
- Educate customers on security best practices
- Handle account recovery requests with proper verification
- Provide feedback to product teams based on user input
- Follow escalation procedures for VIP or high-volume traders
- Maintain up-to-date knowledge of platform updates and policies
Nice to Have
- Experience in financial services or fintech
- Background in technical support for digital platforms
- Familiarity with derivatives or margin trading
- Previous work in a remote or global team
- Knowledge of other languages in addition to Russian and English
Compensation
Competitive salary and benefits package
Work Arrangement
Remote position with flexible hours
Team
Part of the global customer service team supporting a cryptocurrency derivatives platform
Why Join Us
- Be part of a leading platform in the cryptocurrency space with a global user base
- Work in a fast-moving industry at the forefront of financial innovation
Our Values
- We value transparency, integrity, and user protection
- Team members are expected to act with professionalism and accountability
Does not offer visa sponsorship for this role
