Customer Support Specialist

About Coinflow

Coinflow is a fast-growing fintech startup building modern payment infrastructure with instant settlement and fraud protection. We power high-volume platforms across gaming, commerce, and digital experiences—where reliability, speed, and operational excellence directly protect revenue.

Join us to help scale a payments platform where customer trust and responsiveness matter every day.

We’re hiring a Support Specialist focused on AI-driven customer operations.

This role combines frontline customer support with hands-on troubleshooting and applied AI. You’ll work directly with merchants to resolve issues, test APIs, and diagnose payment flow problems—while also using AI tools to build scalable support workflows, documentation, and knowledge systems.

The mission: support customers and protect revenue.

• Manage inbound support across Slack with fast, professional responses.
• Diagnose issues using API testing, logs, dashboards, and browser dev tools.
• Replicate problems independently before escalating to engineering.
• Triage technical vs non-technical requests and route with clear context.
• Use AI daily to draft responses, improve documentation, train knowledge models, and automate workflows.
• Track SLAs and surface recurring customer issues to product and engineering teams.
• Act as a product guide to help customers use Coinflow effectively.

• Experience testing APIs with Postman or cURL and reading documentation to troubleshoot issues.
• Able to interpret JSON responses, review logs, and use browser dev tools.
• Comfortable writing basic database queries or leveraging AI.
• Calm under pressure with strong response urgency.
• Ownership mindset — tries to solve before escalating.
• Structured troubleshooting approach rather than trial-and-error.
• Interest in using AI tools to improve support workflows.
• Bonus: fintech, payments, crypto, or transactional systems experience.

This isn’t call-center support or a pure engineering role. You’ll:

• Work directly with enterprise customers on important issues.
• Use AI to scale your effectiveness rather than repeating manual work.
• Build the systems that power Coinflow’s customer operations.
• Gain hands-on exposure to modern payments infrastructure and fintech operations.