Merchant Support Associate (Day Shift) (Web3)

Location: Remote, Cyprus

Company

hirify.global is a fintech and Web3 platform integrating crypto and traditional financial services, supporting merchants and products across global payment ecosystems.

What you will do

• Provide merchant support in English and Russian through email, Slack, and Telegram.
• Troubleshoot fiat and crypto payment issues, including failed card payments, delayed transfers, and stuck or unconfirmed blockchain transactions.
• Identify, escalate, and coordinate communication around critical payment and system incidents.
• Document merchant interactions, resolutions, and follow-ups in support systems.
• Collaborate with internal teams on complex cases and monitor recurring support challenges.
• Create and update internal knowledge base content and share insights for process and tooling improvements.

Requirements

• Excellent written and spoken English and Russian.
• Solid understanding of fiat and crypto payment flows, including card payments, bank transfers, on-ramp and off-ramp processes, blockchain transactions, wallets, and confirmations.
• Comfort navigating support platforms such as Zendesk and learning new systems quickly.
• Customer-centric approach and ability to manage multiple inquiries efficiently.
• Ability to work a permanent day shift on a fixed schedule.

Nice to have

• Prior experience in merchant support or related operations.
• Experience in a FinTech startup.

Culture & Benefits

• Remote work options with a flexible work schedule and a remote-first culture.
• 22 days of annual leave, six additional company days, and bank holidays.
• Comprehensive health insurance and an extensive benefits program.
• Working equipment, professional development, and training opportunities.
• Access to modern offices and co-working spaces across six countries.
• Performance-based incentives and the opportunity to shape work initiatives within a diverse team.