Customer Operations Associate
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Job Description
Customer Operations Associate supporting Mercuryo’s crypto and Web3 financial-services users overnight. Handling customer issues across chat, email, and social media while escalating technical incidents.
Responsibilities:
- 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
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