VIP Relationship Manager

Hi! We're Mercuryo , and we’re on a mission to redefine finance by blending the best of traditional banking with the power of decentralized finance (DeFi). We believe everyone deserves seamless access to Web3 and traditional financial services, so we're building the platform that makes it real: one that simplifies crypto and integrates it into the broader financial ecosystem. Since launching in 2018, we've grown into a recognized force in the industry, named one of Europe's Fastest-Growing Startups 2025 by Sifted and awarded Best Crypto On-Ramp & Payments Solution 2025 by Cryptonomist. We've partnered with leading brands including Visa, Mastercard, MetaMask, Trust Wallet, Ledger, and Jupiter, powering over 200 products and collaborating directly with major ecosystems like Solana, Consensys, and BNB Chain. Why Mercuryo? Industry Impact Join us in helping world-class Web3 projects onboard millions of new users into the next generation of finance. Innovative Environment Collaborate with more than 300 talented professionals from diverse backgrounds — including banking, SaaS, and Web3 — all united in delivering outstanding user experiences. AI-First Culture We actively integrate AI across the company, from operations and analytics to marketing and product workflows. It helps teams move faster, improve productivity, and focus on high-impact work - while maintaining human oversight and accountability at every step. We see AI as a core part of how our teams innovate, collaborate, and scale. Growth and Learning Our expanding network of 200+ B2B partnerships and a user base of over 7 million means there’s always room to grow your skills, tackle new challenges, and push boundaries. Flexible Culture We’re remote-first, celebrating diversity across 30 countries. At Mercuryo, you’ll be empowered to take ownership of your work, spark creativity, and shape how we move forward together. About the Role: We are looking for a highly skilled and service-driven VIP Relationship Manager to join our Customer Operations team. This is a pivotal role with real scope and visibility, sitting at the heart of our white-glove support offering for top-tier clients. You will be the dedicated point of contact for our most valued customers; providing premium, proactive, and deeply personalized support. A core focus of the role is our OTC ( over-the-counter ) client base, ensuring their experience is seamless, efficient, and consistently excellent. Alongside day-to-day client support, you will play a key operational role: building and refining the processes, playbooks, and standards that underpin our VIP program. If you take genuine pride in delivering outstanding service, have a sharp eye for process improvement, and thrive in fast-paced fintech environments — this role is for you. This role is remote, primarily working Monday to Friday 9 am to 6 pm UTC, with flexibility on time zones. Your Role: Serve as the primary point of contact for VIP clients, delivering premium, proactive, and highly personalised support across all touchpoints. Build strong, trusted relationships with top-tier clients through regular check-ins and t imely communication. Resolve escalated VIP issues swiftly and thoughtfully, ensuring every client feels heard, valued, and well looked after. Provide dedicated support to our OTC client base, understanding their specific needs and ensuring a smooth, end-to-end experience. Act as a reliable liaison between OTC clients and internal teams (Compliance, Operations, Finance) to facilitate transactions and resolve blockers efficiently. Proactively monitor OTC client activity and flag potential issues before they escalate. Own and continuously improve the operational foundations of the VIP programme — developing playbooks, SOPs, and workflows that ensure consistency and quality at scale. Identify friction points in existing VIP and OTC processes and drive practical, lasting improvements. Collaborate with internal stakeholders across Operations, Product, Compliance, and Support to streamline cross-functional workflows impacting VIP clients. Track and report on service quality and operational KPIs related to VIP activity, using data to inform improvements. Maintain accurate client records and documentation in line with internal standards. What We're Looking For: 3+ years' experience in a relationship management, client services, or customer success role — ideally with high-value or premium clients. Background in fintech, crypto, payments, or a similarly fast-paced regulated environment strongly preferred. Demonstrable experience supporting or managing OTC clients, or a strong understanding of OTC trading workflows, is a significant advantage. Proven ability to manage complex client situations with professionalism, composure, and care. Exceptional interpersonal and communication skills — comfortable engaging with senior, high-profile, or demanding clients via calls, emails, and written correspondence. Data-comfortable: able to use tools like Excel, CRM platforms (e.g. Zendesk, HubSpot), and dashboards to track client activity and identify service gaps. What We Offer: Competitive market rate salary and performance-based incentives. 22 days annual leave with an additional 6 company days, plus bank holidays. Comprehensive health insurance plans. Maternity & Paternity leave support. Extensive benefits program. Flexible work schedule and remote work options. Modern offices and co-working spaces across 6 countries. Working equipment. Professional development and training opportunities. Opportunity to shape the initiatives you’re working on. Diverse and friendly team. We are open-minded to new ideas. Join Us If you're driven to be a part of the web3 forefront and are keen to leave your mark on this rapidly evolving field, Mercuryo is an excellent choice. Discover our open positions and see how you can contribute to shaping the future! Mercuryo is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to providing employees with a work environment that is progressive and open-minded. Our employment philosophy is to hire the best people and empower them to do the best work of their lives. Employment decisions are based on business needs and individual merit, without regard to race, colour, religion, ethnicity, sexual orientation, nationality, marital status, gender, age, disability, veteran status, or any other characteristic protected by law. Mercuryo is also committed to providing reasonable accommodation during the application process for qualified individuals with disabilities. If you require assistance to complete your application, please contact our Talent Team.