Customer Support Specialist (English + Ukrainian languages)

Job Description

About us:

We are a brand-new FinTech startup that has recently launched operations in Poland. But we are not newbies here. With 20 years of banking experience, our team delivers cutting-edge fintech solutions with a strong customer focus. 

IN1 is an all-in-one solution where customer assets, including both crypto and traditional fiat funds, are consolidated in the IN1 digital wallet within a single mobile app. We redefine conventions by seamlessly integrating traditional finance and blockchain technologies. There's no need to choose between crypto or fiat, or navigate multiple banks and crypto platforms – everything converges in the unified IN1 app. 

IN1 aims to launch its product in 170+ countries worldwide. We start by targeting Poland, Ukraine, and EEA countries, with other regions to follow. To achieve this goal, we are looking for energized and professional team members to join us Customer Care team.

In IN1 we understand the value of technology and flexibility. We trust our employees to do their best, and that is why we have fully remote operations with our team spread across multiple countries. Forget about commute time and costs; you can contribute to our success from your home. Our company’s head office is in Warsaw, but you can work from your city without relocating.

As a member of our Customer Care team you will have such responsibilities:

• Help IN1 customers with any questions or issues they might have.
• Act as the face of the company, creating the best possible experience for our customers.
• Respond promptly and accurately to customers’ queries via chat, email or phone.
• Verify customers' documents, ensuring they follow the legal requirements and internal policies.
• Monitor customer complaints on social media and reach out to assist.
• Test new features of the app before they go live.
• Work with other teams and departments to improve customers' experience.
• Gather customer feedback and share it with our Product team.
• Participate in projects aiming to drive customer satisfaction.
• With the role growing, your responsibilities can include assisting less experienced agents, conducting training and quality control, research and data analysis, creating external educational materials for customers, and many more.

Requirements

• Fluency in English. You will receive onboarding training in English and use this language for internal communication on a daily level. English is also the language of communication with some of our customers.
• Fluency in Ukrainian. We want to provide our customers from Ukraine a service in their native language.
• Ability to work in rotating shifts. We plan to launch 24/7 support at some moment; hence, you will be working on weekends and nights occasionally.
• High customer focus. You don't stop until you fully resolve the customer's issue, and do it with exceptional customer service.
• Ability to learn fast. You will learn a lot about payments, transfers, cards, crypto and the financial industry.
• Readiness to work under pressure in a fast-changing environment. Your job will have a massive impact on the company, so we expect you to be a top performer.
• High ambitions. The Support Specialist position in IN1 is much more advanced than at any other company. A significant part of your job will be dedicated to growing additional skills. We are looking for people who want to build a career in IN1 by starting as a Support Specialist and eventually moving to a more advanced role.
• Bachelor's degree or higher. If you're finishing your studies, you can apply if you're confident that you will be able to work full-time and that your classes will not interfer with the work schedule.
• Experience that is not mandatory but will help you stand out: previous experience as a Customer Support Specialist or FinCrime Specialist; fluency in Polish; BSc in Finance or Information Technology; interest in banking, cryptocurrencies, FinTech.
• We welcome entry-level specialists without previous work experience. We will teach you everything you need to be successful in this role.

Benefits

• Remote work
• Monthly performance bonuses
• A chance to join an ambitious FinTech startup at the earliest stage
• Career opportunities inside the company. Grow much faster than in any corporation!