Merchant Support Associate (Day Shift)

Skills

About the Role

You will support merchants in English and Russian via email, Slack and Telegram, troubleshooting technical and payment issues across fiat and crypto flows. You will take part in incident management, document interactions in support systems, collaborate with internal teams on complex cases, monitor support trends, and help maintain the internal knowledge base. This is a permanent day-shift position with a fixed schedule.

Requirements

• Excellent written and spoken English and Russian
• Solid understanding of fiat and crypto payment flows (card payments, bank transfers, on-ramp/off-ramp, blockchain transactions, wallets, confirmations)
• Comfortable with support platforms like Zendesk and quick to learn new systems
• Customer-centric mindset with ability to manage multiple inquiries efficiently

Responsibilities

• Provide high-quality support to merchants in English and Russian via email, Slack and Telegram
• Troubleshoot technical and payment issues across fiat and crypto flows
• Participate in incident management: identify, flag, escalate and monitor critical incidents and communicate with stakeholders
• Document merchant interactions, resolutions and follow-ups in support systems
• Collaborate with internal teams to resolve complex cases and escalate critical issues
• Monitor support trends, identify recurring challenges and share insights
• Create and update internal knowledge base content

Benefits

• Performance-based incentives
• 22 days annual leave plus 6 additional company days and 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