[Hiring] Merchant Support Associate @Mercuryo

Role Description

We’re looking for a Merchant Support Associate to join our Merchant Support team — someone passionate about delivering exceptional support, resolving issues with precision, and helping merchants succeed with our platform. This is a permanent day-shift position with a fixed schedule.

What You’ll Do

• Provide high-quality support to merchants in both English and Russian via email, Slack and Telegram.
• Troubleshoot technical and payment issues across fiat and crypto flows (e.g. failed card payments, delayed transfers, stuck or unconfirmed blockchain transactions), guiding merchants through solutions while maintaining clear, professional communication.
• Participate in incident management processes — identify, flag, and escalate critical payment or system incidents; coordinate updates internally; monitor incident progress; and ensure timely communication to stakeholders.
• Document merchant interactions, resolutions, and follow-ups accurately in support systems.
• Collaborate with internal teams to resolve complex cases and escalate critical issues when needed.
• Monitor support trends, identify recurring challenges, and share insights to improve processes and tooling.
• Assist in creating and updating internal knowledge base content to help the team work more efficiently.

Qualifications

• A strong communicator with excellent written and spoken English and Russian.
• Solid understanding of fiat and crypto payment flows — e.g. card payments, bank transfers, on-ramp/off-ramp, blockchain transactions, wallets and confirmations.
• Comfortable navigating support platforms like Zendesk and quick to learn new systems.
• Customer-centric mindset with the ability to manage multiple inquiries efficiently.
• Prior experience in merchant support or related operations is a plus.
• Previous experience in a FinTech startup is a bonus.

Benefits

• 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.
• Modern offices and co-working spaces across 6 countries.
• Working equipment.
• 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.