BVNK
financial services
MerchantSupportAnalyst
Neural analysis suggests this role is
optimal for Entry candidates.
“Merchant Support Analyst at BVNK. Skills: Problem-Solving Skills. Manage incoming queries received from global customers and provide prompt support. Maintain a positive, empathetic, and professional attitude toward customers at all times”
Industry & Context.
Problem-Solving Skills
Opportunities to travel to our offices around the world
What They're Looking For.
Must Have
1-2 years experience in the customer service industry ideally within fintech, A successful track record for managing relationships and maintaining business relations, Experienced in successfully managing multiple projects at the same time, Desire to learn and gain insight into the crypto industry, Goal-oriented and results-focused with ability to work under pressure, High integrity and exceptional work ethic, Phenomenal interpersonal communication is confident, dynamic, and assertive, Demonstrable ability to mentor, coach and develop people, Problem-Solving Skills, Empathetic, friendly, communicative, Time management
Nice to Have
Majority of our expectations
What You'll Do.
Manage incoming queries received from global customers and provide prompt support
and professional attitude toward customers at all times
troubleshoot and solve customer queries in a prompt manner
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 in order to provide an accurate response 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 reviews in order to resolve
Manage multiple tasks at the same time 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 any discrepancies arise using rights to Onfido
Be actively involved with industry news
and events and thus being a credible ambassador for the business in all dealing with clients
How You'll Work.
Team & Collaboration
work closely with other functions within the business; work closely with Account Managers, Risk, Operations, Management and other Compliance functions; Communicate and coordinate with colleagues as necessary; work closely with various departments to resolve outstanding issues
Communication Scope
Phenomenal interpersonal communication is confident, dynamic, and assertive; Empathetic, friendly, communicative
Process & Methodology
managing multiple projects at the same time
Full Job Description
About us: We believe the next generation of financial services will be powered by stablecoins. Founded in 2021, our mission at BVNK is to accelerate global money movement. We’re building stablecoin-native infrastructure so businesses can move value instantly across borders and networks. With global licenses and T1 bank partnerships, we facilitate billions in transactions for enterprise clients like Worldpay, Deel, LianLian Global, and Rapyd. Our technology is transforming how businesses operate globally by eliminating payment delays, reducing costs, and unlocking trapped capital. We’re a diverse team spread across EMEA, North America, and APAC, with a shared belief that stablecoins are the new infrastructure layer for financial services, and that BVNK is at the forefront of this shift. In 2025, we secured strategic investment from Visa, following our $50 million Series B with Haun Ventures, Coinbase Ventures, Scribble Ventures, DRW Venture Capital, Avenir, and Tiger Global. With the backing of these leading investors, we’re accelerating our growth – and we're looking for smart, ambitious people to help us build the future of financial services. We're incredibly honored to have made Newsweek's list of The Top 100 Global Most Loved Workplaces three years running (most recently in 2025) and to have been recognised by LinkedIn as one of the Top 20 Startups in the UK in 2024. About this role in the team: BVNK is seeking an experienced, motivated, and proactive candidate to join our Support team as a Merchant Support Analyst. This role reports directly to the Customer Support Manager but will work closely with other functions within the business. This role will require a high level of initiative, attention to detail as well as expertise in onboarding, KYC, payments and customer service, and will work closely with Account Managers, Risk, Operations, Management and other Compliance functions. Due to our expanding business, there is an increased demand for customer query res
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