Customer Support Specialist

Join Colibrix One – Innovating the Future of Payments
At Colibrix One, we’re building advanced, AI-powered payment technologies that support Payment Service Providers (PSPs), Electronic Money Institutions (EMIs), and neobanks across the EU and the UK. As a fully licensed EMI (FCA reference number 927920) and a Principal Member of Mastercard, we offer real-world financial solutions that include:

Global card processing

Digital wallet infrastructure

Cross-border merchant accounts

Alternative payment methods (APMs)

Corporate accounts for legal entities

We’re a fast-growing team with a passion for innovation, security, and scalability. Our culture values curiosity, collaboration, and impact – and we’re looking for talented professionals who are ready to shape the future of fintech.
The role:
We are looking for a Customer Support Specialist to assist clients and partners with a wide range of issues related to acquiring and payment systems. This role goes beyond basic customer service – you will handle technical inquiries, perform initial diagnostics and investigate issues affecting transaction processing. Close collaboration with internal teams and clear communication with clients are key to ensuring fast and effective resolution of technical problems.
Responsibilities:

Provide timely technical support to clients and partners regarding acquiring operations and payment systems

Register and categorize incoming inquiries, including requests for assistance, error reports, and reporting-related queries

Perform initial analysis and diagnosis of issues arising during transaction processing and payment gateway operations

Resolve simple technical issues independently and escalate more complex problems when necessary

Advise clients on setting up and using software for payment operations

Document client inquiries, including problem descriptions, actions taken, and outcomes

Collaborate with other company departments to promptly address clients’ technical issues

What you need to succeed in this role:

At least 1 year of experience as a customer support specialist in the FinTech industry

Excellent written and verbal communication skills in English and Russian

Knowledge of the principles of operation, payment terminals and payment gateways

Good understanding of the technical aspects of payment processing and standard data transmission protocols in this field

Experience with incident management and monitoring systems (e.g., Intercom, JIRA, Grafana, Asana)

Experience with any ticketing/CRM system

Quick learning ability and adaptability to new information

A proactive and problem-solving mindset with excellent organizational skills

Excellent communication skills and ability to explain complex technical concepts in simple terms

Ability to work in shifts, including both day and night, to ensure 24/7 customer support

What we offer:

Opportunity to shape the future of fintech solutions within a growing company

A collaborative and supportive team environment

Competitive salary

Paid vacation

Fully remote work

Additional Information:

Employment Type: B2B Contract

Working schedule: Shift-based, including both day and night shifts (24/7 rotation)

Salary Range:
1000 – 1500 EUR net per month

Colibrix One