About this role BVNK is seeking an experienced, motivated, and proactive candidate to join our Support team as a Merchant Support Analyst . The role reports directly to the Customer Support Manager and works closely with functions across the business. It requires strong initiative, attention to detail, and expertise in onboarding, KYC, payments, and customer service, collaborating with Account Managers, Risk, Operations, Management, and other Compliance functions. Key Responsibilities Manage incoming queries from global customers and provide prompt support. Maintain a positive, empathetic, and professional attitude toward customers at all times. Investigate, troubleshoot, and solve customer queries promptly. Communicate with customers through multiple channels and platforms. Have an extensive knowledge of our products, particularly from a customer perspective. Exceed customer expectations by going above and beyond. Communicate and coordinate with colleagues as necessary. Provide feedback on the efficiency of the customer service process. Demonstrate knowledge and use of departmental resources, policies, and procedures. Use customer service tools to provide accurate responses and an exceptional customer experience. Escalate customer issues appropriately and correctly. Proactively communicate system- and process-issues, as well as customer feedback trends to management. Moderate incoming customer reviews and respond promptly to resolve reviews. Manage multiple tasks simultaneously and work closely with various departments to resolve outstanding issues. Provide excellent customer experience and go the extra mile to ensure queries are resolved in a timely manner. Review documents and immediately flag any customer as high risk if discrepancies arise using Onfido. Be actively involved with industry news, conferences, and events, serving as a credible ambassador for the business when dealing with clients. Qualifications 1–2 years experience in the customer service industry, ideally within fintech. Successful track record for managing relationships and maintaining business relations. Experience in successfully managing multiple projects simultaneously. Desire to learn and gain insight into the crypto industry. Bachelor's Degree. Goal-oriented and results-focused with ability to work under pressure. High integrity and exceptional work ethic. Phenomenal interpersonal communication skills; confident, dynamic, and assertive. Demonstrable ability to mentor, coach, and develop people. Problem-solving skills, essential for excelling in customer service. Strong time-management skills. Benefits Fair and competitive salary at every stage of your growth. Meaningful ownership in the business through our employee option scheme. Flexible working hours, with hybrid working at its heart. A culture built on passionate, growth-minded people. A flexible approach to holiday. Opportunities to travel to our offices around the world. An open and creative environment where you can help us define the future of BVNK, its culture, and its opportunity sets. Diversity & Inclusion At BVNK, we are focused on building a diverse and inclusive team. While you may not meet all of our requirements, we encourage you to apply if you meet the majority of our expectations. You may be a great fit for this role or another role in our team. #J-18808-Ljbffr