Hi! We’re Mercuryo, and we’re on a mission to redefine finance by blending the best of traditional banking with the innovations of decentralized finance (DeFi). We believe that everyone should have easy access to Web3 and traditional financial services — and we’re making that happen by building a robust platform that simplifies dealing with crypto and seamlessly integrates it into the broader financial ecosystem.
Since we launched in 2018, we’ve teamed up with Web3 top projects such as MetaMask, Trust Wallet, Ledger, Jupiter, 1inch, and PancakeSwap and 200+ others to power over 200 dynamic products. Our work also brings us into direct collaboration with major ecosystems such as Solana Labs, Consensys, and BNB Chain. We’re just getting started, and we want you to help us shape the future of money!

ABOUT THE ROLE:

Our Customer Operations team are the voice of our customers within the business, and the first point of contact for our customers when they have a query or issue. Our team pride ourselves on our proactive and friendly approach, with each query being treated with care. We’re a growing start-up and our support team and processes are growing too. You’ll have the opportunity to shape the future of the team and define processes, policies, and team culture.
As a Senior Customer Ops Associate, you’ll be an escalation point for the rest of the team, knowing the product inside out and assisting in complex investigations and processes. You’ll also work on refining existing processes to maximize the customer experience. You’ll be active in day-to-day activities supporting our customers in the queues (both live chat & email) as well as working on additional
projects.

YOUR ROLE:

• Providing exceptional customer support via live chat, email and social media.
• Be an escalation point for the team, supporting their queries & providing guidance.
• Handle more complex & detailed investigations into customer issues and support difficult workflows.
• Offer white-glove support to our VIP customers and drive high-touch support.
• Showing ownership and accountability for offering solutions that help and benefit our customers.
• Ad-hoc tasks as required by Team Leads & Senior Managers.
• Maintaining high service standards and continually improving the service to our customers.
• Improve workflows and efficiency through process improvement.
• Have a great passion to improve our service & products.
• Describe and assign tasks for the technical team via Jira.
• Work well within a very talented and dynamic team.
• Be able to work weekends & on-call as part of a rota system with colleagues.

What We’re Looking For:

• Strong spoken and written English.
• Strong spoken & written Russian (Preferable).
• Flexible to adjust to changing schedules & customer needs.
• Customer service background is essential, and live chat experience is even better.
• Experience working as a Senior agent within a Customer Support team is desirable.
• Crypto knowledge is desirable.
• Ability to multitask.
• Has an aspiration to grow within Mercuryo and contribute to building team culture.
• Previous FinTech start-up is preferable, crypto understanding is great but not essential.
• Experience using Jira & Zendesk (or similar Customer Service systems).