Feedback request sorter (FinTech)

Responsibilities:

• Process incoming feedback requests from clients or platform users via internal channels (forms, chats, email)

• Categorize and tag each request based on subject (technical issue, suggestion, UI concern, etc.) using pre-set filters

• Forward sorted feedback to relevant departments (development, support, analytics) according to internal routing logic

• Identify duplicates and merge similar feedback items into shared threads or queues

• Mark critical or urgent comments for priority review based on escalation criteria

• Maintain clean feedback logs and contribute to periodic summaries for product and operations teams

• Follow handling protocols, maintaining neutrality and confidentiality in all user-related data

Requirements:

• No work experience required; training provided during onboarding

• Familiarity with basic FinTech concepts or user-facing products is welcome but not essential

• Comfortable using spreadsheets, forms, ticketing systems, or feedback dashboards

• Attention to detail and a structured mindset when dealing with repetitive inputs

• Written English at B1+ level for understanding and tagging user comments; Russian is a plus

• Ability to follow standard operating procedures and keep records consistent

• Responsiveness and time management in a digital work environment

Conditions:

• Full-time schedule with flexible working format (remote or office-based)

• Introductory training and access to internal tools and documentation

• Clear feedback classification schemes and automated routing tools

• Transparent KPIs based on speed, accuracy, and routing correctness

• Career path options into quality assurance, UX research support, or product operations

• Friendly and structured work environment with regular updates and support channels

• No client communication or outbound calls — entirely internal operational workflow