Merchant Support Associate

This is a fully remote position, open to applicants in Cyprus.

📋 Description

• Deliver exceptional support to merchants through email, Slack, and Telegram.

• Diagnose technical issues and guide merchants towards effective solutions.

• Engage in incident management by identifying, flagging, and escalating critical payment or system incidents.

• Coordinate internal updates regarding incidents and track their progress.

• Ensure timely communication with all stakeholders involved.

• Accurately document merchant interactions, resolutions, and follow-ups in support systems.

• Work collaboratively with internal teams to address complex cases and escalate critical issues as needed.

• Monitor support trends, recognize recurring challenges, and share insights to enhance processes and tools.

• Assist in the creation and updating of internal knowledge base content.

⛳️ Requirements

• Exceptional written and verbal communication skills in English.

• Strong written and spoken communication abilities in Russian.

• Comfortable using support platforms such as Zendesk.

• Quick learner with the ability to adapt to new systems.

• Customer-focused mindset.

• Capable of managing multiple inquiries efficiently.

• Previous experience in merchant support or related operations is advantageous.

• Experience in a FinTech startup is a plus.

• Availability for permanent night shifts: Thursday through Sunday, from 9:45 PM to 8:15 AM UTC+3.

🏝️ Benefits

• Competitive salary aligned with market rates and performance-based incentives.

• 22 days of annual leave plus an additional 6 company holidays, in addition to bank holidays.

• Comprehensive health insurance packages.

• Extensive benefits program.

• Flexible work hours and remote work opportunities.

• Modern offices and co-working spaces available across 6 countries.

• Provision of necessary working equipment.

• Opportunities for professional development and training.

• Chance to influence the initiatives you are involved in.

• Diverse and friendly team environment.

• Open-minded culture that welcomes innovative ideas.