Customer Support Manager (Night Shift)

At Mercuryo, we're at the forefront of enhancing decentralized finance (DeFi) with innovative payment use cases. Our goal is to redefine the finance experience, making sure everyone can easily access both web3 and traditional financial services. We're building a robust platform that makes dealing with crypto simpler and integrates it seamlessly into the broader financial ecosystem. Our mission is clear: to create a straightforward, user-friendly platform for businesses that are pioneering the next generation of consumer services with crypto.

Since launching in 2018, we've joined forces with web3 giants like MetaMask, Trust Wallet, Ledger, Jupiter, 1inch, PancakeSwap, powering over 200 dynamic products. This collaboration is driving the creation of innovative payment solutions within the web3 industry, involving direct engagements with prominent ecosystems such as Solana Labs, Consensys, and BNB Chain.

Why Mercuryo?

Industry Impact: Make a real difference by contributing to leading web3 projects that onboard millions of users into the new economy.

Innovative Environment: Join a team of over 200 professionals from the most dynamic sectors, including banking, SaaS, and web3, all committed to delivering the best user experience in the industry.

Growth and Learning: With partnerships spanning more than 200 top-tier B2B collaborations and a user base exceeding 7 million, the opportunities for professional growth are vast.

Flexible Culture: Embrace our remote-first policy that values diversity, with team members from over 29 countries, creating an environment where ownership and creativity thrive.

Your Role

• Handle customer queries: Provide accurate and timely support to customers using card acquiring services through Telegram and other support channels.
• Resolve issues efficiently: Demonstrate a strong sense of urgency in resolving customer issues, escalating to relevant teams when necessary to ensure swift resolutions.
• Maintain communication standards: Respond to customer inquiries with clarity, professionalism, and empathy in both Russian and English, adhering to company communication guidelines.
• Document interactions: Keep detailed records of all customer interactions, queries, and solutions in our customer support system for future reference and reporting.
• Identify and report issues: Use your keen eye for detail to identify potential issues or trends, and escalate to the technical or compliance teams as appropriate.
• Collaborate cross-functionally: Work with other departments, including compliance, technical support, and product teams, to resolve complex issues and improve the customer experience.
• Monitor Telegram support channels: Ensure all inquiries on Telegram are answered promptly and managed in a manner that reflects our commitment to high-quality customer service.

What We’re Looking For

• Fluency in Russian (written and spoken) – essential.
• Strong customer service skills and a genuine interest in helping others.
• Previous experience in customer support, ideally within card acquiring or payment processing.
• Ability to work well under pressure with a demonstrated sense of urgency and attention to detail.
• Excellent written and verbal communication skills in both Russian and English.
• Familiarity with Telegram and experience using it as a support channel.
• Proficiency with support software and tools

Basic understanding of payment processing, card acquiring, or fintech concepts is a plus

What We Offer

• Competitive market rate salary and performance-based incentives

• 22 days annual leave with an additional 6 company days, plus bank holidays

• Comprehensive health insurance plans

• Extensive Benefits program

• Flexible work schedule and remote work options

• Professional development and training opportunities

• Opportunity to shape the initiatives you’re working on

• Diverse and friendly team

• We are open-minded to new ideas

Join Us
If you're driven to be a part of the web3 forefront and are keen to leave your mark on this rapidly evolving field, Mercuryo is an excellent choice. Discover our open positions and see how you can contribute to shaping the future.