Merchant Support Associate

About the Role

Mercuryo is seeking a Merchant Support Associate for a permanent day-shift position. This role focuses on delivering exceptional support, resolving issues precisely, and helping merchants succeed on the platform.

Key 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 (e.g., failed card payments, delayed transfers, stuck or unconfirmed blockchain transactions).
• Guide merchants through solutions with clear, professional communication.
• Participate in incident management processes: identify, flag, and escalate critical payment or system incidents; coordinate internal updates; monitor incident progress; and ensure timely communication to stakeholders.
• Document merchant interactions, resolutions, and follow-ups accurately in support systems.
• Collaborate with internal teams to resolve complex cases and escalate critical issues.
• Monitor support trends, identify recurring challenges, and share insights to improve processes and tooling.
• Assist in creating and updating internal knowledge base content.

Requirements & Tech Stack

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

Qualifications

• Prior experience in merchant support or related operations is a plus.
• Previous experience in a FinTech startup is a bonus.