Customer Operations Associate

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Mercuryo

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2018

💳 Fintech

🌐 Web 3

💰 Series A on 2021-06

Fintech • Web 3 • Payments

Mercuryo is a global fintech company creating a new generation of financial services for leading web3 and fintech applications. The company offers a holistic platform that integrates with both web3 and fiat worlds through a single API to provide a wide range of financial services. Mercuryo facilitates fiat-to-crypto exchanges, on- and off-ramps, and provides built-in anti-fraud infrastructure and screening. By partnering with notable entities like MetaMask and PancakeSwap, Mercuryo enhances access to decentralized finance (DeFi) services, streamlines onboarding, and strengthens payment solutions. Backed by a team of over 200 professionals, Mercuryo is at the forefront of payments innovation, aiming to bridge conventional and web3 finance.

📋 Description

• Deliver customer support through live chat, email, and social media in English • Take ownership of customer issues and proactively provide solutions • Monitor for and report technical incidents to the engineering team • Maintain and continually improve service standards • Manage customer complaints and escalate issues when necessary • Capture and act on customer feedback to improve services and products • Use Jira to describe and assign tasks to the technical team • Collaborate effectively within the customer operations team

🎯 Requirements

• Excellent written and spoken English • Comfortable navigating support platforms such as Zendesk • Ability to learn new systems quickly • Customer-centric mindset • 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 • Availability for the permanent fixed night shift: Monday–Thursday, 9:45 PM–8:15 AM

🏖️ Benefits

• Competitive market rate salary • Performance-based incentives • 22 days annual leave • Additional 6 company days • Bank holidays • Comprehensive health insurance plans • Extensive benefits program • Flexible work schedule • 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 • Open-minded culture • Equal opportunity employment • Reasonable accommodation during the application process for qualified individuals with disabilities