Customer Service Representative (English)

Role overview A fully remote customer-facing position handling English-language inquiries across email, live chat, and phone for a fintech organization operating in the forex and cryptocurrency space. The role blends direct client support with cross-team collaboration to resolve complex issues, while continually contributing to a smoother overall customer experience.

Responsibilities - Respond to customer questions through email, live chat, and phone in a timely and professional manner - Coordinate with internal teams to investigate complex cases and escalate when additional expertise is needed - Follow up with customers to confirm full resolution, applying diagnostic techniques to troubleshoot effectively - Capture recurring issues in documentation so patterns can inform process improvements - Build useful self-serve resources such as FAQ articles, user manuals, and short tutorials - Advise existing and prospective clients on additional products and services available to them - Spot and execute initiatives that meaningfully improve the end-to-end customer experience

Requirements - At least 1 year of online customer support experience - Background or familiarity with fintech, forex, or cryptocurrency environments - Excellent written and spoken English - Strong interpersonal and communication skills - Composure when handling stressful or difficult interactions - Working knowledge of customer service software, support tools, and databases

Nice to have - Experience writing or curating self-serve help content (FAQs, guides, tutorials) - Familiarity with ticketing workflows and escalation paths

Benefits and work setup - 100% remote, work from any location - 2-days-on, 2-days-off shift pattern, 4am to 4pm GMT - Competitive salary based on experience - Quarterly performance-based bonus - Medical insurance after the probation period - Additional sick leave every six months - Birthday gifts - International, cross-functional team