Customer Operations Specialist

We’re looking for a Customer Operations Specialist to help merchants successfully onboard, integrate, and operate on the xpate portal.

This role sits at the heart of our customer journey, working closely with merchants and internal teams to ensure operational processes run smoothly from onboarding through ongoing support. You’ll help clients navigate integrations, resolve operational issues, and contribute to building scalable processes that improve customer experience.

We’re not looking for someone who already knows everything about payments or integrations. We’re looking for someone with strong communication skills, attention to detail, a proactive mindset, and a genuine interest in developing technical and operational expertise within the fintech industry.

• Provide operational support to merchants and clients via email, chat, and other communication channels.

• Manage client expectations through proactive communication and regular updates.

• Build strong working relationships with merchants and become a trusted operational point of contact.

• Support the merchant onboarding process from setup through activation.

• Assist merchants during API integrations, testing, and go-live activities.

• Coordinate onboarding activities with internal technical and operational teams.

• Monitor onboarding progress and help remove blockers that may delay activation.

• Escalate complex cases appropriately and ensure follow-through until resolution.

• Support operational incident management and help minimize customer impact.

• Participate in operational on-call rotations when required. Be available to support operational coverage during public holidays when necessary.

• Identify opportunities to improve operational efficiency and customer experience.

• Support implementation of new tools, processes, and operational initiatives.

• Continuously develop technical and operational knowledge, including payment operations, merchant onboarding, APIs, and integrations.

• You have experience in Customer Support, Customer Operations, Onboarding, Fintech, SaaS, Payments, or a similar customer-facing role.

• You are fluent in English and Russian, both written and spoken.

• You communicate clearly, professionally, and confidently with customers and colleagues.

• You have strong attention to detail and enjoy solving problems.

• You can effectively prioritize multiple tasks and manage your workload independently.

• You are comfortable learning new systems, tools, and processes.

• You have a genuine interest in developing technical knowledge, including APIs, integrations, and payment operations.

• You take ownership of your work and proactively follow tasks through to completion.

• You thrive in a fast-moving environment and adapt well to changing priorities.

Bonus points if…

• You have worked in fintech, payments, banking, or SaaS.

• You have exposure to merchant onboarding or customer implementation processes.

• You have basic knowledge of APIs, integrations, or technical troubleshooting.

• You have experience working with CRM systems, ticketing platforms, or operational tools.

• A dynamic, ambitious environment where compliance is seen as an enabler of growth, not a blocker.
• Enjoy flexible working hours, hybrid work options, private health insurance and generous paid time off giving you the balance you need to perform at your best.
• Apple hardware and modern work tools to support your workflow.
• Extra personal time off for rest and recharge: 12 additional days per year, plus your birthday off.
• Private health insurance and wellness benefits.
• Opportunities to grow, lead, and shape xpate's future-proof compliance ecosystem.