Customer Support Agent

Customer Support Agent|CityPay.io
📍 Location: Tbilisi, Georgia | On-Site
🕘 Employment Type: Full-Time
💰 Salary: Competitive

About CityPay.io

CityPay.io is a pioneering cryptocurrency ecosystem in the region, offering seamless and easy cross-border transactions and on-spot payment solutions. As we continue to expand across the CIS region, our mission is to integrate cryptocurrency into everyday life and build a strong, innovative, and trusted community.

About the Role

We are seeking a highly motivated and detail-oriented Customer Support Agent to join our growing team. In this role, you will be responsible for delivering exceptional frontline support via live chat and email in a fast-paced, SLA-driven environment. You will serve as a trusted point of contact for customers, ensuring their inquiries are resolved quickly, accurately, and with empathy.

This position requires strong communication skills in multiple languages, high attention to detail, and the ability to manage sensitive information in compliance with industry standards. If you thrive in customer-facing environments, excel at multitasking, and bring a problem-solving mindset, we would love to hear from you.

Key Responsibilities

• Provide responsive, accurate, and empathetic customer support via live chat and email.
• Manage customer inquiries using ticketing/helpdesk tools, ensuring proper triaging, tagging, and prioritization.
• Maintain SLA commitments and ensure every request is tracked and resolved.
• Communicate complex or technical information clearly and in a customer-friendly way.
• Apply effective tone control and de-escalation techniques in sensitive situations.
• Handle sensitive customer data securely, complying with KYC/AML, GDPR, and data protection requirements.
• Collaborate with cross-functional teams (Operations, Compliance, Tech) to resolve customer issues.
• Participate in a rotating shift schedule (including weekends) with a reliable home office setup.
• Contribute to continuous improvement by providing feedback on workflows, FAQs, and process enhancements.

Required Qualifications

• 2–4 years of experience in frontline customer service (live chat & email) within a ticket-driven, SLA-based environment.
• Excellent written and spoken Georgian, English, and Russian; Turkish or Uzbek proficiency is a plus.
• Strong numeracy skills with a proven track record of zero errors in data entry or calculation.
• Proficiency with helpdesk/ticketing tools (experience with Intercom is a strong plus).
• Exceptional communication skills: clear, structured writing, empathetic tone, and de-escalation ability.
• Strong compliance mindset, familiar with KYC/AML and GDPR.
• Willingness to work 5 days per week including weekends in a shift-based system.
• Reliable home office setup with stable internet connection.
• Team-oriented with a bias for action, ownership of outcomes, and openness to feedback.

Nice-to-Have (Strong Plus)

• Working knowledge of crypto, blockchain, and digital wallets.
• Hands-on Intercom experience (Inbox, workflows, macros, tagging, SLAs, CSAT reports).
• Background in fintech or financial services (bank, PSP, exchange, broker, etc.).
• Ability to create knowledge base content, macros, and SOPs.
• Familiarity with B2B support processes and working alongside Account Managers/Partners.

What We Offer

• A dynamic and innovative work environment in a rapidly growing company.
• Opportunity to expand your expertise in fintech and crypto industry.
• Competitive compensation package.
• Professional growth opportunities and continuous learning.
• A collaborative, supportive, and international team culture.

Privacy Notice – Processing of Personal Data

By submitting your application, you acknowledge that it may contain personal data as defined under the Law of Georgia on Personal Data Protection. CityPay.io LLC (Company Identification Number: 402132312) will process this data solely for recruitment purposes. Your data will be securely stored for up to 3 years. You may request deletion at any time by emailing career@citypay.io.

Diversity & Inclusion at CityPay.io

At CityPay.io, we are committed to fostering a workplace that celebrates diversity and inclusion. We make employment decisions based on merit, skills, and potential, without discrimination based on race, color, gender, age, nationality, religion, or any other protected status.