Onicore is a product development company operating in the crypto and fintech sector. We are seeking a Customer Support Agent for an eResidency Kazakhstan — a digital program that allows non-residents to obtain a Digital ID and IIN remotely, access partner banking services, and register companies in the AIFC jurisdiction.
Key responsibilities:
Day-to-day operations * Handle escalated and complex customer conversations via Intercom chat (cases that Fin AI cannot resolve) * Manage the support queue: prioritize by urgency (high/normal/low), respond within SLA targets * Communicate with partner banks (Freedom Finance, RBK, BCC, Bereke) on behalf of customers when needed * Troubleshoot eSIM installation, SMS delivery, and OTP issues across different countries and devices * Guide customers through payment issues, KYC verification problems, and eResidency application questions * Escalate technical issues to the product/engineering team with clear reproduction steps
AI and knowledge management * Review Fin AI Agent responses for quality and accuracy; flag incorrect or missing answers * Help build and maintain the knowledge base (FAQ articles, internal docs) used by Fin AI and the team * Suggest new custom answers, workflows, and automation rules based on recurring conversation patterns * Participate in content review cycles to keep Fin’s answers up to date with product changes
Process building (early hires) * Help define and document support processes, escalation paths, and SLA standards * Contribute to building macros/templates library for common scenarios * Participate in QA calibration sessions and help shape the quality scorecard * Provide feedback on product UX and common friction points based on customer conversation
Must-have requirements * Minimum 2 years of experience in a customer support role (text-based: chat, email, or ticketing systems) * Experience in fintech, banking, or financial services products (understanding of KYC/AML, payments, card issuance is a strong advantage) * Hands-on experience with Intercom as a support tool (inbox, macros, workflows, reporting) * Fluent Russian (native or near-native) — primary customer communication language * Professional English (B2+) — for internal documentation, cross-team communication, and English-speaking customers * Ability to work in shifts (8-hour rotating shifts, including evenings, nights, and weekends on a rotation basis) * Self-starter mentality: comfortable working in an early-stage environment with minimal established processes * Strong written communication: clear, empathetic, and structured responses even under pressure
Nice-to-have qualifications * Experience configuring Intercom: setting up Fin AI, custom bots, workflows, attributes, and reporting * Experience with AI-first support models (working alongside AI agents, training bots, reviewing bot quality) * Experience in a startup or early-stage company where processes were built from scratch * Knowledge of CIS banking/financial regulations, e-residency programs, or digital identity products * Experience writing knowledge base articles, macros, or SOPs for support teams * Additional languages: Kazakh, Chinese (Mandarin), or Arabic (significant advantage for upcoming market expansion) * Demonstrated leadership potential * Experience with quality assurance (QA) for support teams: reviewing tickets, scoring, providing feedback
We offer: * Fully remote role. * High-impact position in a fast-growing state digital program. * Competitive compensation.
Ready to make a difference? Apply now and become a part of our journey!
