Role in brief
Karta.io is a FinTech platform seeking a Customer Support Specialist for night shifts. This role involves engaging with users and resolving issues independently. Ideal candidates have customer support experience and can work nights consistently.
About the role
As a Customer Support Specialist at Karta.io, you will be responsible for assisting users with inquiries related to virtual cards, payments, and accounts. Your primary tools will include Intercom for support chats, ensuring smooth communication with customers during your night shifts.
Karta.io operates as a distributed team with over 40 members, emphasizing autonomy without micromanagement. You will have opportunities for professional growth, such as advancing to a night shift lead or a role in QA or operations. Success in this role means effectively managing user inquiries and escalating complex cases when necessary.
Skills that matter here
- Intercom: You will use Intercom to respond to user inquiries and provide support.
- Slack: Slack will be utilized for team communication and collaboration.
- Notion: Notion may be used for documentation and managing workflows.
- Linear: Linear will help in tracking tasks and resolving user issues efficiently.
Who this role suits
- Candidates who are adaptable and can handle non-standard situations will thrive.
- Individuals comfortable with night shifts and capable of managing their time effectively are ideal.
- A background in customer support, regardless of the industry, is beneficial.
From the employer
- Respond to users in support chats (Intercom)
- Assist with questions regarding cards, payments, and accounts
- Independently resolve cases within your zone
- Timely escalate complex cases to the team
- Prioritize tasks during your shift
- Previous experience in customer support (industry is not important)
- Proficient in English at B2+ level: all communication is in writing
- Confident with PC and quick to learn new tools
- Ability to handle non-standard situations
- Willingness to work nights consistently
- Night shifts 3/3, 22:00–10:00 UTC+3 (first 2 weeks onboarding during the day 08:00–20:00 UTC+3)
- Full-time, remote, contract
- 28 days of paid vacation
- Training covered by the company
- Growth opportunities: night shift lead, QA, or operations block
- Payment in USDT or $ via Deel, to be discussed in the meeting
Questions about this role
What are the working hours?
The role requires night shifts from 22:00 to 10:00 UTC+3, on a 3/3 schedule.
Is this a remote position?
Yes, this is a full-time remote position.
What level of English is required?
Proficiency in English at a B2+ level is required for written communication.
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