Merchant Support Associate (Night Shift)

Job description

Hi! We're Mercuryo , and we’re on a mission to redefine finance by blending the best of traditional banking with the power of decentralized finance (DeFi). We believe everyone deserves seamless access to Web3 and traditional financial services, so we're building the platform that makes it real: one that simplifies crypto and integrates it into the broader financial ecosystem. Since launching in 2018, we've grown into a recognized force in the industry, named one of Europe's Fastest-Growing Startups 2025 by Sifted and awarded Best Crypto On-Ramp & Payments Solution 2025 by Cryptonomist. We've partnered with leading brands including Visa, Mastercard, MetaMask, Trust Wallet, Ledger, and Jupiter, powering over 200 products and collaborating directly with major ecosystems like Solana, Consensys, and BNB Chain. Why Mercuryo? Industry Impact Join us in helping world-class Web3 projects onboard millions of new users into the next generation of finance. Innovative Environment Collaborate with more than 300 talented professionals from diverse backgrounds — including banking, SaaS, and Web3 — all united in delivering outstanding user experiences. AI-First Culture We actively integrate AI across the company, from operations and analytics to marketing and product workflows. It helps teams move faster, improve productivity, and focus on high-impact work - while maintaining human oversight and accountability at every step. We see AI as a core part of how our teams innovate, collaborate, and scale. Growth and Learning Our expanding network of 200+ B2B partnerships and a user base of over 7 million means there’s always room to grow your skills, tackle new challenges, and push boundaries. Flexible Culture We’re remote-first, celebrating diversity across 30 countries. At Mercuryo, you’ll be empowered to take ownership of your work, spark creativity, and shape how we move forward together. 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. Our team operates 24/7. As such, this role is a permanent night shift position on a fixed shift pattern: Thursday, Friday, Saturday, Sunday: 9:45 PM to 8:15 AM UTC+3. Monday, Tuesday, Wednesday: off. Each shift includes a 1-hour break . What You’ll Do: Provide high-quality support to merchants in both English and Russian via email, Slack and Telegram Troubleshoot technical problems and guide 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 in support systems accurately. 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. Who You Are: A strong communicator with excellent written and spoken English and Russian skills. Comfortable navigating support platforms like Zendesk, and learning new systems quickly. 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. 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. 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. 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! Mercuryo is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to providing employees with a work environment that is progressive and open-minded. Our employment philosophy is to hire the best people and empower them to do the best work of their lives. Employment decisions are based on business needs and individual merit, without regard to race, colour, religion, ethnicity, sexual orientation, nationality, marital status, gender, age, disability, veteran status, or any other characteristic protected by law. Mercuryo is also committed to providing reasonable accommodation during the application process for qualified individuals with disabilities. If you require assistance to complete your application, please contact our Talent Team.