Customer Support Agent - Online Banking (Remote)
Shift Pattern: 24/7 Rotational Schedule, Including Weekends Our client is a fast-growing fintech company seeking Customer Support Agents to join their international team. This is an excellent opportunity for customer-focused professionals with experience in financial services, payments, fintech, cryptocurrency, or banking environments. You will play a key role in delivering exceptional customer experiences while supporting users with payments, transactions, account-related inquiries, and financial products.
Key Responsibilities
Provide professional customer support via chat, email, phone, and other digital communication channels. Handle customer inquiries efficiently while maintaining high levels of customer satisfaction. Investigate and resolve issues relating to accounts, payments, cards, transfers, and transactions. Educate customers on products, services, security measures, and self-service tools. Escalate complex cases to relevant internal teams when necessary. Maintain accurate records of customer interactions using CRM and support platforms. Monitor customer feedback and identify opportunities for service improvements. Support fraud prevention efforts by identifying suspicious activity and following established procedures. Ensure compliance with regulatory requirements, internal policies, AML/KYC standards, and data protection regulations. Collaborate with internal teams to ensure a seamless customer experience. Contribute to internal documentation and knowledge-sharing initiatives.
Requirements
Previous experience within fintech, banking, payments, cryptocurrency, financial services, or a regulated financial environment. Strong understanding of payment systems such as SWIFT, SEPA, and ACH. Exposure to FX trading, digital payments, or cryptocurrency products is highly desirable. Knowledge of AML, KYC, compliance, and financial regulations. Experience handling customer inquiries, complaints, and service requests in a professional manner. Strong communication skills with excellent written and spoken English. Experience using customer support platforms such as Zendesk, Intercom, or similar CRM tools. Excellent problem-solving abilities and attention to detail. Ability to thrive in a fast-paced, customer-centric environment. Strong interpersonal skills with an empathetic and solution-oriented approach.
Nice to Have
Additional languages such as Spanish, Arabic, Farsi, German, Tagalog, Hindi, or Portuguese. Experience in AI-powered tools and technologies.
What We Offer
Performance-based bonus structure. Opportunity to join a rapidly growing fintech business. Career development and progression opportunities. International and collaborative work environment. Exposure to high-level support operations and cross-functional teams. Dynamic and innovative company culture. If you have a passion for customer service and are looking to develop your career within the fintech industry, we'd love to hear from you.