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 Electronic Money Institution (FCA Reference No. 927920) and holder of a Financial Institution Licence issued by the MFSA, as well as a principal member of both VISA and Mastercard, we provide comprehensive, 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.

At COLIBRIX ONE, your work directly powers the digital economy. If you're eager to solve meaningful challenges and build with purpose, we’d love to hear from you.

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 1-2 years of relevant experience 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
• Continuous learning and development opportunities to enhance your skills and career growth
• 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)
• Employment will be offered through one of the group’s legal entities - Mellifera Kartiera Ltd, Colibrix Ltd, or Mellifera Operations Ltd - depending on the role, location, and applicable legal framework.