Mercuryo
Customer Support Agent Night-Shift
Zagreb, Zagreb (Remote)Full-timeGlobal
š Midš Remote
RemoteRemote work position availableActivePosted within the last 30 days
Job Description
[AI-summarized by JobStash]
You will deliver exceptional customer support through live chat, email, and social media in English. You will support merchants and partners in both English and Russian, take ownership of customer issues, and proactively provide helpful solutions. You will monitor and report technical incidents to engineering, manage complaints and escalations, capture customer feedback to improve service, describe and assign tasks in Jira, and collaborate closely with colleagues to maintain high service standards.
Requirements
- āExcellent written and spoken English and Russian communication
- āCustomer service background with live chat experience as a plus
- āAbility to multitask and work in a fast paced environment
- āFamiliarity with Jira and Zendesk or similar customer service systems
- āPrevious FinTech startup experience is a bonus
- āUnderstanding of crypto is beneficial but not required
Responsibilities
- āDeliver exceptional customer support through live chat email and social media in English
- āProvide support to merchants and partners in English and Russian
- āTake full ownership of customer issues and provide proactive solutions
- āMonitor for and report technical incidents to engineering
- āMaintain and continually improve service standards
- āManage customer complaints and escalate issues when necessary
- āCapture customer feedback and act on it to improve products and service
- āUse Jira to describe and assign tasks to the technical team
- āCollaborate effectively within the team
Benefits & Perks
- ā22 days annual leave plus 6 company days and bank holidays
- āComprehensive health insurance plans
- āPerformance based incentives
- āExtensive benefits program
- āFlexible work schedule and remote work options
- āModern offices and co working spaces across six countries
- āWorking equipment
Tech Stack
merchant supportlive chatRussiancomplaint managementincident reportingcustomer supportmultitaskingZendeskJira