VIP Relationship Manager

🕒 May 26

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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

• Serve as the primary point of contact for VIP clients, delivering premium, proactive, and highly personalised support across all touchpoints. • Build strong, trusted relationships with top-tier clients through regular check-ins and timely communication. • Resolve escalated VIP issues swiftly and thoughtfully, ensuring every client feels heard, valued, and well looked after. • Provide dedicated support to our OTC client base, understanding their specific needs and ensuring a smooth, end-to-end experience. • Act as a reliable liaison between OTC clients and internal teams (Compliance, Operations, Finance) to facilitate transactions and resolve blockers efficiently. • Proactively monitor OTC client activity and flag potential issues before they escalate. • Own and continuously improve the operational foundations of the VIP programme — developing playbooks, SOPs, and workflows that ensure consistency and quality at scale. • Identify friction points in existing VIP and OTC processes and drive practical, lasting improvements. • Collaborate with internal stakeholders across Operations, Product, Compliance, and Support to streamline cross-functional workflows impacting VIP clients. • Track and report on service quality and operational KPIs related to VIP activity, using data to inform improvements. • Maintain accurate client records and documentation in line with internal standards.

🎯 Requirements

• 3+ years' experience in a relationship management, client services, or customer success role — ideally with high-value or premium clients. • Background in fintech, crypto, payments, or a similarly fast-paced regulated environment strongly preferred. • Demonstrable experience supporting or managing OTC clients, or a strong understanding of OTC trading workflows, is a significant advantage. • Proven ability to manage complex client situations with professionalism, composure, and care. • Exceptional interpersonal and communication skills — comfortable engaging with senior, high-profile, or demanding clients via calls, emails, and written correspondence. • Data-comfortable: able to use tools like Excel, CRM platforms (e.g. Zendesk, HubSpot), and dashboards to track client activity and identify service gaps.

🏖️ 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. • Maternity & Paternity leave support. • 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.