Junior Account Support Specialist (with Russian)

We're growing our team and looking for a proactive Junior Account Support Specialist to join our team.

This role combines operational skills with a strong focus on customer experience. We're searching for someone who not only solves problems efficiently but also enjoys analyzing data, communicating solutions, and collaborating with internal teams to improve our products and services. If you're passionate about supporting customers, driving improvements, and making a real impact - let's talk.

We are working in a hybrid model from our office in Warsaw, which provides the core environment for our work. However, we have the flexibility to work remotely 2 days a week. This position may require occasional business trips to conferences in Poland and abroad.

Your Responsibilities

• Customer support via various channels, including telegram, email, tickets, etc.
• Daily Monitoring of customers' performance (acceptance rate, decline reasons, refund ratio, chargeback ratio, etc).
• Report issues to the relevant teams.
• Deliver information about new features/fixes/products to the customers.
• Analyzing decline reasons of transactions and providing solutions to the customers.
• Gather feedback from customers and collaborate with internal teams to enhance the company’s services and performance.
• Proactive resolution and reporting of issues.

Minimum Qualifications

• Fluent in English and Russian, both spoken and written.
• Polish language proficiency at B2 level.
• Strong analytical skills, with the ability to interpret data and turn insights into actionable business recommendations.
• Initiative and curiosity to ask questions and actively seek solutions.
• A team-oriented mindset and a collaborative approach to daily work.
• A commitment to fostering a culture of continuous improvement.
• Problem-solving skills to identify issues and resolve them effectively.
• The agility to thrive in a fast-paced environment, managing diverse challenges, deadlines, and interactions.
• A genuine interest in and motivation to build knowledge of financial products and the cryptocurrency industry.

Nice To Have

• Previous experience in support roles.
• Experience with the financial or cryptocurrency industry (not necessarily commercial).