Customer Support Agent (Payments / Fintech) → Future Team Lead - Contract to Hire
About Us – Keynex Keynex is a fast-growing payments gateway focused on high-risk industries (iGaming, FX, crypto). We connect merchants to multiple payment providers through a single integration, enabling smart routing, cascading, and optimized transaction success rates. We operate globally and settle in stablecoins (USDT/USDC). Our platform sits between merchants and payment providers, giving us full visibility and control over transaction flows. The Role We’re looking for a highly responsive and detail-oriented Support Agent to take ownership of day-to-day merchant support. You will be the first line of support, handling queries via TG and resolving issues directly in our backend system (gateway). This role will start as hands-on support, but we are specifically looking for someone who can grow into building and managing a full support team over time.
Key Responsibilities
Handle merchant support queries via TG (fast response times expected) Investigate transaction issues (failed payments, declines, delays, etc.) Work inside our gateway/back office to identify and resolve problems Clearly explain issues to merchants (e.g. why a payment failed, provider issues, limits, etc.) Liaise internally with our technical/setup team when needed Track and organize issues (initially manually, later via ticketing system) Help design and implement a scalable support/ticketing system Build internal documentation and FAQs over time What We’re Looking For Experience in customer support (ideally fintech/payments/crypto) Strong understanding of: Payment flows (PSPs, acquirers, wallets) Transaction failures & decline reasons (Bonus: knowledge of scheme/processor error codes) Comfortable working in fast-paced, high-volume environments Extremely responsive and reliable on TG Strong problem-solving mindset (not just answering, but fixing) Ability to navigate back-office tools / dashboards Fluent English (clear written communication is key)
Nice to Have
Experience setting up support workflows or ticketing systems (Zendesk, Freshdesk, Intercom, etc.) Experience in iGaming / FX / crypto payments Basic technical understanding (APIs, payment routing, etc.) Growth Opportunity This is not just a support role. We are looking for someone who can: Take full ownership of support Help us build structure and processes Grow into a Support Team Lead / Manager Eventually manage a team of 5–20 agents Working Style Remote TG-based communication (core channel) Flexible hours, but availability and responsiveness are critical Apply tot his job Apply To this Job