About Utorg

Founded in 2019, Utorg builds the infrastructure behind stablecoin payments: on- and off-ramps, self-custodial wallets, and crypto cards. Over 2 million users across 130+ countries already buy, hold, and spend crypto through our app. On the B2B side, the same rails power 2,100+ platforms, with $2.4B+ moved to date.

Fully MiCA-authorized across the EEA. PCI DSS Level 2 certified and backed by Dragonfly, TA Ventures, and Hypra.

We are an international team of young and ambitious professionals united by a passion for innovation and a belief in the decentralized world. Now seeking a Customer Support Specialist (L1/L2) to strengthen our team and contribute to our products' success.

Key responsibilities:

• Handling support tasks with control over resolution or escalation through the ticketing process.

• Analyzing customer problems, identifying root causes, and providing effective solutions to ensure customer satisfaction.

• Communicating, monitoring, and assisting merchants.

• Collaborating with other departments to address customer tasks and issues.

• Expanding and maintaining an internal knowledge base to keep it up to date.

• Work schedule: 2/2 night shifts (20:00 to 8:00), Kyiv time.

Required skills (Must-have):

• Proven experience in a similar customer support role, ideally within fintech and crypto environments.

• Solid hands-on understanding of card and crypto wallet operations - including 3DS authentication flows, chargeback and dispute lifecycle, authorization holds, settlement timing, and card-to-crypto spend reconciliation, with demonstrated ability to investigate and resolve complex user cases end-to-end (failed transactions, declined card operations, wallet-to-card funding issues, asset holds, and KYC-triggered restrictions).

• English language proficiency at least B2+ level, since we communicate with our customers in English. All communication with customers is via text; no voice chats.

• Also, Ukrainian/Russian: spoken at C1 level or higher, with strong written skills (able to write clearly and correctly).

• Attention to detail, responsibility, proactivity, and customer orientation — as basic and cliché as it sounds— are important qualities since we are building financial products, and it's extremely important to pay close attention to the issue at hand and determine exactly what is going on and why.

• Strong knowledge of payment processes and ability to analyze complex cases, disputes, and escalations.

Personal qualities we expect and screen for:

• Reliability — you do what you say you will, on time, every time. In a financial product, a dropped ticket is not a minor miss; it's a trust issue.

• Team-first mindset — you understand that CS quality is a shared outcome. You proactively share context, flag blockers early, and cover for teammates without being asked.

• Communication culture. You write clearly, without ambiguity, and adapt your tone to the audience: technical with developers, calm and human with users, and structured with legal and compliance.

• Critical thinking. You question assumptions, look for alternative root causes, and challenge your own conclusions before escalating.

• Analytical thinking — you can decompose a vague complaint into a structured problem statement, identify missing information, and work systematically through resolution paths.

• Data, numbers, and facts first — your answers are grounded in transaction logs, timestamps, system records, and documented facts, and not approximations, assumptions, or "usually it works like this." In financial operations, "probably" is not good enough.

• Experience with Zendesk, Intercom, and Jira.

Why join the company?

• Fully remote, genuinely flexible. International team reshaping the future of finance.

• Competitive salary with regular reviews based on your growth and contribution.

• Real ownership, real impact. You won't be managing a queue. You'll be the person who actually understands what went wrong, why, and how to fix it, and your work will directly shape how users experience our product.

• A product worth knowing deeply. Crypto wallets, spending cards, on/off-ramps, stablecoin rails. You'll develop expertise that's in short supply and high demand.

• Career paths that are actually open. Grow vertically within CS, or move horizontally into compliance, product, operations, or beyond. We prefer to develop people we already trust.

• Backed by Dragonfly, TA Ventures, and Hypra — funding the next decade of crypto infrastructure — believe in what we're building.