Customer Service Representative (English)

Role overview

An entry-level to early-career customer service position supporting English-speaking clients of a fintech platform that operates in forex and crypto trading. The role is fully remote and runs on a 2-days-on, 2-days-off schedule covering late afternoon to early morning hours in GMT. It suits someone calm under pressure who enjoys problem-solving across chat, email, and phone channels.

Responsibilities

- Respond to customer questions promptly through email, live chat, and phone calls - Work with internal teams to resolve complex issues and escalate when necessary - Follow up with customers to confirm concerns have been addressed and run troubleshooting using diagnostic techniques - Log recurring issues and contribute ideas for better processes and tooling - Help produce support content such as FAQ articles, user manuals, and tutorials - Advise existing and prospective clients on additional products and services offered by the company - Spot and carry out initiatives that improve the overall customer experience

Requirements

- At least 1 year of online customer support experience - Background or familiarity with the fintech sector, particularly forex or cryptocurrency - Excellent written and spoken English, plus strong interpersonal and communication skills - Composure when handling stressful or high-volume situations - Experience using customer service software, support tools, and databases

Nice to have

- Multilingual ability to support additional client bases

Benefits and work setup

- 100 percent remote, work from anywhere - Shift pattern of 2 days on, 2 days off from 4pm to 4am GMT - Competitive salary based on experience, with quarterly performance bonuses - Medical insurance after the probation period, additional sick leave every six months, and birthday gifts - International, cross-functional team environment