Merchant Support Associate Night Shift
Mercuryo provides payment infrastructure for Web3 companies by offering on-ramp services and virtual payment cards.
Maintainer signals as of 8/14/2026
Funding history
Investors
About Mercuryo
Mercuryo helps Web3 companies onboard users and process payments by providing crypto-fiat bridging infrastructure. With it, companies can offer buying and selling crypto, virtual payment cards, and banking services.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will support merchants in English and Russian through email, Slack, and Telegram, troubleshoot technical problems, participate in incident management, document interactions and resolutions, collaborate on complex cases, monitor support trends, and update internal knowledge base content.
Requirements
- Strong written and spoken English skills
- Strong written and spoken Russian skills
- Experience with support platforms such as Zendesk
- Customer support experience
- Ability to manage multiple inquiries efficiently
- Prior merchant support or related operations experience is a plus
- Fintech startup experience is a bonus
Responsibilities
- Provide support to merchants in English and Russian
- Troubleshoot technical problems
- Guide merchants through solutions
- Identify, flag, and escalate critical payment or system incidents
- Coordinate internal incident updates
- Monitor incident progress
- Communicate with stakeholders during incidents
- Document merchant interactions, resolutions, and follow-ups
- Collaborate with internal teams to resolve complex cases
- Monitor support trends
- Identify recurring challenges
- Share insights to improve processes and tooling
- Create and update internal knowledge base content
Benefits
- 22 days annual leave plus 6 company days and bank holidays
- Comprehensive health insurance
- Maternity and paternity leave support
- Flexible work schedule
- Remote work options
- Modern offices and co-working spaces
- Working equipment