At Mercuryo, we're at the forefront of enhancing decentralized finance (DeFi) with innovative payment use cases. Our goal is to redefine the finance experience, making sure everyone can easily access both web3 and traditional financial services. We're building a robust platform that makes dealing with crypto simpler and integrates it seamlessly into the broader financial ecosystem. Our mission is clear: to create a straightforward, user-friendly platform for businesses that are pioneering the next generation of consumer services with crypto.
Since launching in 2018, we've joined forces with web3 giants like MetaMask, Trust Wallet, Ledger, Jupiter, 1inch, PancakeSwap, powering over 200 dynamic products. This collaboration is driving the creation of innovative payment solutions within the web3 industry, involving direct engagements with prominent ecosystems such as Solana Labs, Consensys, and BNB Chain.
Why Mercuryo?
Industry Impact: Make a real difference by contributing to leading web3 projects that onboard millions of users into the new economy.
Innovative Environment: Join a team of over 200 professionals from the most dynamic sectors, including banking, SaaS, and web3, all committed to delivering the best user experience in the industry.
Growth and Learning: With partnerships spanning more than 200 top-tier B2B collaborations and a user base exceeding 7 million, the opportunities for professional growth are vast.
Flexible Culture: Embrace our remote-first policy that values diversity, with team members from over 29 countries, creating an environment where ownership and creativity thrive.
Our Customer Operations team are the voice of our customers within the business, and the first point of contact for our customers when they have a query or issue. Our team pride ourselves on our proactive and friendly approach, with each query being treated with
care. We’re a growing start-up and our support team and processes are growing too. You’ll have the opportunity to shape the future of the team and define processes, policies, and team culture.
The team are on-hand 24/7 to support our customers around the world.
As such, this role will be a permanent night shift position, based on a rotating shift pattern.
Our night team usually operates between the hours of 9pm and 8am GMT+3.
Shifts are 11 hours with a 1-hour break, working 4 shifts per week.
The candidate should be based in GMT+1, GMT+2 or GMT+3 time zone.
Our Customer Operations team are the voice of our customers within the business, and the first point of contact for our customers when they have a query or issue. Our team pride ourselves on our proactive and friendly approach, with each query being treated with care. We’re a growing start-up and our support team and processes are growing too. You’ll have the opportunity to shape the future of the team and define processes, policies, and team culture.
As a Senior Customer Ops Associate, you’ll be an escalation point for the rest of the team, knowing the product inside out and assisting in complex investigations and processes. You’ll also work on refining existing processes to maximize the customer experience. You’ll be active in day-to-day activities supporting our customers in the queues (both live chat & email) as well as working on additional projects.
Responsibilities
- Providing exceptional customer support via live chat, email and social media
- Be an escalation point for the team, supporting their queries & providing guidance
- Handle more complex & detailed investigations in to customer issues and support difficult workflows
- Offer white-glove support to our VIP customers and drive high-touch support
- Showing ownership and accountability for offering solutions that help and benefit our customers
- Ad-hoc tasks as required by Team Leads & Senior Managers
- Maintaining high service standards and continually improving the service to our customers
- Improve workflows and efficiency through process improvement
- Have a great passion to improve our service & products
- Describe and assign tasks for the technical team via Jira
- Work well within a very talented and dynamic team
- Be able to work weekends & on-call as part of a rota system with colleagues
What We’re Looking For
- Strong spoken and written English
- Flexible to adjust to changing schedules & customer needs
- Customer service background is essential, and live chat experience is even better
- Experience working as a Senior agent within a Customer Support team is desirable
- Crypto knowledge is desirable
- Ability to multitask
- Has an aspiration to grow within Mercuryo and contribute to building team culture
- Previous FinTech start-up is preferable, crypto understanding is great but not essential
- Experience using Jira & 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
- 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.
