Merchant Support Associate Night Shift
Support merchants in English and Russian through email, Slack, and Telegram; troubleshoot technical problems; participate in incident management; document interactions and resolutions; collaborate on complex cases; monitor support trends; and update internal knowledge base content.
Responsibilities
- Provide support to merchants in English and Russian
- Troubleshoot technical problems and guide merchants through solutions
- Identify, flag, and escalate critical payment or system incidents
- Coordinate internal incident updates and monitor incident progress
- Communicate with stakeholders during incidents
- Document merchant interactions, resolutions, and follow-ups
- Collaborate with internal teams to resolve complex cases
- Monitor support trends and identify recurring challenges
- Share insights to improve processes and tooling
- Create and update internal knowledge base content
Requirements
- Strong written and spoken English skills
- Strong written and spoken Russian skills
- Experience with support platforms such as Zendesk
- Customer support experience
- Ability to manage multiple inquiries efficiently
- Prior merchant support or related operations experience is a plus
- Fintech startup experience is a bonus
Benefits
- 22 days annual leave plus 6 company days and bank holidays
- Comprehensive health insurance
- Maternity and paternity leave support
- Flexible work schedule
- Remote work options
- Modern offices and co-working spaces
- Working equipment
- Performance-based incentives
- Professional development and training opportunities