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

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