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Customer Operations Associate
MercuryoCustomer Operations Associate supporting Mercuryo’s crypto and Web3 financial-services users overnight. Handling customer issues across chat, email, and social media while escalating technical incidents.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer support capabilities through effective communication in English, utilizing platforms like Zendesk and Jira to manage inquiries and improve service standards. Exhibits a customer-centric mindset with the ability to handle multiple inquiries and escalate issues as needed.
Highest-signal resume keywords
Customer SupportExcellent Written And Spoken EnglishZendesk NavigationJira Task ManagementMerchant Support Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
Customer-Centric MindsetAbility To Manage Multiple Inquiries EfficientlyProactive Problem Solving
Tools & Technologies
ZendeskJira
Industry Keywords
FinTechCustomer OperationsTechnical Incident Reporting
About the role
Key responsibilities & impact- Deliver customer support through live chat, email, and social media in English
- Take ownership of customer issues and proactively provide solutions
- Monitor for and report technical incidents to the engineering team
- Maintain and continually improve service standards
- Manage customer complaints and escalate issues when necessary
- Capture and act on customer feedback to improve services and products
- Use Jira to describe and assign tasks to the technical team
- Collaborate effectively within the customer operations team
Requirements
What you’ll need- Excellent written and spoken English
- Comfortable navigating support platforms such as Zendesk
- Ability to learn new systems quickly
- Customer-centric mindset
- Ability to manage multiple inquiries efficiently
- Prior experience in merchant support or related operations is a plus
- Previous experience in a FinTech startup is a bonus
- Availability for the permanent fixed night shift: Monday–Thursday, 9:45 PM–8:15 AM
Benefits
Comp & perks- Competitive market rate salary
- Performance-based incentives
- 22 days annual leave
- Additional 6 company days
- Bank holidays
- Comprehensive health insurance plans
- Extensive benefits program
- Flexible work schedule
- 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
- Open-minded culture
- Equal opportunity employment
- Reasonable accommodation during the application process for qualified individuals with disabilities