Merchant Support Associate (Web3)

Location: Cyprus (Remote); permanent night shift, Thursday through Sunday, 9:45 PM–8:15 AM UTC+3, with a 30-minute break.

Company

hirify.global builds financial infrastructure that connects traditional banking, cryptocurrency, and Web3 services.

What you will do

• Provide merchant support in English and Russian through email, Slack, and Telegram.
• Troubleshoot technical problems and guide merchants through solutions.
• 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 trends.
• Create and update internal knowledge base content.

Requirements

• Strong written and spoken English and Russian communication skills.
• Comfort using support platforms such as Zendesk and learning new systems quickly.
• Customer-centric approach and ability to manage multiple inquiries efficiently.
• Availability for the fixed permanent night shift schedule.

Nice to have

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

Culture & Benefits

• Remote-first environment with a diverse workforce across 30 countries.
• 22 days of annual leave, six additional company days, and bank holidays.
• Comprehensive health insurance and an extensive benefits program.
• Working equipment and professional development opportunities.
• Performance-based incentives and opportunities to shape work initiatives.