Customer Success Associate

Locations: Paris (France), London (UK) 

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.

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.

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  Serve as a primary point of contact for operational support, and payment-related queries, ensuring we deliver exceptional service to our customers. 

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  Ensure timely resolution of customer issues, transaction escalations, and operational requests.

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  Handle payment issues and coordinate with internal teams by triaging cases to ensure fast and effective resolution.

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  Build strong relationships with customer stakeholders across finance, operations, and compliance teams.

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  Deliver a high-quality customer experience throughout the customer lifecycle.

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  Lead Quarterly Business Reviews (QBRs) structured feedback with internal  teams.

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  Contribute to improving customer support processes, onboarding playbooks, and operational workflows.

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  Track payment statuses, settlement timelines, and operational exceptions.

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  Contribute to preparation of customer-facing materials, FAQs, and training resources.

• 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.