Customer Support Agent (day Shift) - Remote Eligible

Mercuryo Customer Support Role

Mercuryo is 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!

Our Customer Operations team is the voice of our customers, acting as their first point of contact for any query or issue. We pride ourselves on being proactive and friendly, treating every interaction with genuine care. As a growing startup, our team and processes are evolving, and you'll have a direct hand in shaping our team's culture, policies, and future.

Our team operates 24/7 to support customers around the world. As such, this role is a permanent day shift position on a rotating shift pattern:

• 5 shifts per week
• Earliest shift starting at 6am GMT+3 and the latest finishing at 00:00 GMT+3
• Shifts scheduled 3 months in advance
• Each shift includes a 1-hour break

Your Role:

• Deliver exceptional customer support through live chat, email, and social media in English
• Take full ownership of customer issues, proactively providing solutions that genuinely help and benefit our customers
• Monitor for and report technical incidents to our engineering team
• Maintain and continually improve our high service standards
• Manage customer complaints and escalate issues when necessary
• Help improve our service and products by capturing and acting on customer feedback
• Utilize Jira to describe and assign tasks to the technical team
• Collaborate effectively within our talented and dynamic team

What We're Looking For:

• A strong communicator with excellent written and spoken English skills
• Someone with a customer service background; live chat experience is a definite plus
• A master of multitasking who thrives in a fast-paced environment
• You have a natural drive to grow within Mercuryo and help build our team culture
• Previous experience in a FinTech startup is a bonus. An understanding of crypto is great, but not essential—we'll help you get up to speed
• You're familiar with platforms like Jira and Zendesk (or similar customer service systems)

What We Offer:

• Competitive market rate salary and performance-based incentives.
• 22 days annual leave with an additional 6 company days, plus 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.
• Opportunity to shape the initiatives you're working on.
• Diverse and friendly team.
• We are open-minded to new ideas.

Join Us!

If you're driven to be a part of the web3 forefront and are keen to leave your mark on this rapidly evolving field, Mercuryo is an excellent choice. Discover our open positions and see how you can contribute to shaping the future!

Mercuryo is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to providing employees with a work environment that is progressive and open-minded. Our employment philosophy is to hire the best people and empower them to do the best work of their lives. Employment decisions are based on business needs and individual merit, without regard to race, color, religion, ethnicity, sexual orientation, nationality, marital status, gender, age, disability, veteran status, or any other characteristic protected by law. Mercuryo is also committed to providing reasonable accommodation during the application process for qualified individuals with disabilities. If you require assistance to complete your application, please contact our Talent Team.