Customer Service Associate
UK Visa Sponsorship Analytics
Occupation TypeBank and post office clerks
Occupation Code Skill LevelIneligible
Sponsorship EligibilityIneligible for Sponsorship
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Description
Locations: London (UK)
About Merge
Merge is a regulated stablecoin payments infrastructure platform enabling enterprises to move money globally in real time. We combine stablecoin rails with local instant payment systems to deliver faster, cheaper, and more transparent cross-border payments and treasury workflows. Merge serves fintechs, investment platforms, marketplaces, and corporate treasury teams globally.
About The Role
We are looking for a customer-focused and operationally strong Customer Success Associate to support businesses using our cross-border payments and stablecoin infrastructure platform.
This role will work closely with customers across onboarding, payment operations, issue resolution, and ongoing account support. You will act as a trusted point of contact for clients while coordinating internally with compliance, product, operations, and business development teams to ensure a seamless customer experience.
The ideal candidate is proactive, detail-oriented, and comfortable working in a fast-paced fintech startup environment with global customers and evolving processes.
Key Responsibilities
About Merge
Merge is a regulated stablecoin payments infrastructure platform enabling enterprises to move money globally in real time. We combine stablecoin rails with local instant payment systems to deliver faster, cheaper, and more transparent cross-border payments and treasury workflows. Merge serves fintechs, investment platforms, marketplaces, and corporate treasury teams globally.
About The Role
We are looking for a customer-focused and operationally strong Customer Success Associate to support businesses using our cross-border payments and stablecoin infrastructure platform.
This role will work closely with customers across onboarding, payment operations, issue resolution, and ongoing account support. You will act as a trusted point of contact for clients while coordinating internally with compliance, product, operations, and business development teams to ensure a seamless customer experience.
The ideal candidate is proactive, detail-oriented, and comfortable working in a fast-paced fintech startup environment with global customers and evolving processes.
Key Responsibilities
- Serve as a primary point of contact for operational support, and payment-related queries, ensuring we deliver exceptional service to our customers.
- Ensure timely resolution of customer issues, transaction escalations, and operational requests.
- Handle payment issues and coordinate with internal teams by triaging cases to ensure fast and effective resolution.
- Build strong relationships with customer stakeholders across finance, operations, and compliance teams.
- Deliver a high-quality customer experience throughout the customer lifecycle.
- Lead Quarterly Business Reviews (QBRs) structured feedback with internal teams.
- Contribute to improving customer support processes, onboarding playbooks, and operational workflows.
- 3-5 years of experience in payments/fintech (PSPs, cross-border payments, banking, or related) - with a mix of customer operations and account management experience
- Strong written and verbal communication skills.
- Excellent organizational skills with the ability to manage multiple customer requests simultaneously.
- Strong attention to detail and problem-solving mindset.
- Ability to work effectively in a startup or high-growth environment.
- Proficiency in tools such as Zendesk or newer age alternatives.