#vacancy #support #manager

Mercuryo is looking for Customer Support Manager

Mercuryo is an international company that creates a new generation of financial services for the business sector.

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.

Your Role:
— Handle customer queries: Provide accurate and timely support to customers using card acquiring services through Telegram and other support channels
— Resolve issues efficiently: Demonstrate a strong sense of urgency in resolving customer issues, escalating to relevant teams when necessary to ensure swift resolutions
— Maintain communication standards: Respond to customer inquiries with clarity, professionalism, and empathy in both Russian and English, adhering to company communication guidelines
— Document interactions: Keep detailed records of all customer interactions, queries, and solutions in our customer support system for future reference and reporting
— Identify and report issues: Use your keen eye for detail to identify potential issues or trends, and escalate to the technical or compliance teams as appropriate
— Collaborate cross-functionally: Work with other departments, including compliance, technical support, and product teams, to resolve complex issues and improve the customer experience
— Monitor Telegram support channels: Ensure all inquiries on Telegram are answered promptly and managed in a manner that reflects our commitment to high-quality customer service.

What We’re Looking For:
— Fluency in Russian (written and spoken) — essential
— Strong customer service skills and a genuine interest in helping others
— Previous experience in customer support, ideally within card acquiring or payment processing
— Ability to work well under pressure with a demonstrated sense of urgency and attention to detail
— Excellent written and verbal communication skills in both Russian and English
— Familiarity with Telegram and experience using it as a support channel
— Proficiency with support software and tools
— Basic understanding of payment processing, card acquiring, or fintech concepts is a plus.

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.

If you are interested in this vacancy, please contact @kristinaknyaz
We are waiting for your resumes 🙌