Customer Success Manager (Card Acquiring)

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.

About the Role

As a Card Acquiring Customer Success Manager at Mercuryo, you will be responsible for ensuring the satisfaction and success of our merchants utilising our card acquiring services. This role requires an individual with exceptional customer service skills, and the ability to communicate effectively in Russian and English.

Your Role:

• Act as the primary point of contact for merchants using our Pay-In and Pay-out services, providing them with outstanding support and assistance.
• Build and maintain strong relationships with clients, understanding their needs, and ensuring they have a positive experience with our services.
• Monitor and analyse customer usage and feedback to identify opportunities for improvement and innovation.
• Strong analytical skills to follow behaviour of merchants activities and ability to track the health of systems using Grafana.
• Lead incident management and communicate effectively to merchants and internal team
• Efficiently assist merchants with onboarding, troubleshooting, and resolving any issues they encounter.
• Collaborate with cross-functional teams, including product, account managers and sales, to address customer concerns and provide valuable input for product enhancement.
• Conduct regular follow-up with clients to ensure their satisfaction, gather feedback, and address any ongoing needs.
• Stay up to date with industry trends and regulations related to card acquiring.

What We're Looking For:

• Fluent in Russian and English, with strong communication skills in both languages.
• Proven experience in customer success or account management
• In-depth knowledge of card acquiring services.
• Strong problem-solving skills and the ability to find creative solutions for customer issues.
• Excellent interpersonal skills and the ability to build and maintain customer relationships.
• Highly organised with exceptional attention to detail.
• Self-motivated and able to work independently as well as lead the team.
• Bachelor's degree in a relevant field 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

We're hybrid-remote so you should be comfortable picking up new software tools for document drafting, collaboration and communication. Most of your colleagues will not share an office with you on a day-to-day basis.

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