Member Support Expert - Remote-First

About EPI and the Role

The European Payments Initiative (EPI) is revolutionizing digital payments across Europe with Wero, a digital wallet designed to simplify transactions both online and in physical venues under stringent European data protections. Operating live in Belgium, France, Germany, and the Netherlands, and soon launching in Luxembourg and Austria, EPI is backed by 17 major banks alongside two leading European payment acquirers. Joining the Member Support Expert team means contributing to a service that eases payment complexities and secures customer trust.

Role Overview

As a Member Support Expert, you will act as a trusted operational liaison for EPI’s member banks and payment partners, ensuring their concerns receive prompt, personalized, and quality attention. Your role goes beyond addressing cases, as you collaborate with various internal teams to enhance both our product and support services, strengthening member confidence in EPI.

Key Responsibilities

• Manage and nurture enduring relationships with assigned banks, PSPs, and B2B partners through regular engagement and understanding of their priorities.
• Oversee support cases in Jira Service Desk adhering to service level objectives; focus on identifying patterns, resolving root causes, and maintaining transparent communications.
• Conduct detailed analyses of support data, incident trends, SLO adherence, and member metrics using advanced tools like Databricks; present actionable insights in relevant meetings.
• Lead communications with members regarding incidents, service modifications, and updates; advise on service improvements and assist with implementations.
• Serve as the escalation point for complex issues, working effectively with internal teams to resolve major incidents while keeping members promptly informed.
• Collaborate closely with second- and third-level support and product teams to improve functionalities and member experiences, contributing feedback and suggestions.
• Support onboarding procedures for member banks, including training and access management via RBAC to ensure security and ease of use.
• Maintain and enhance internal knowledge repositories, streamlining support processes and maximizing tool efficiency.

Candidate Requirements

• Minimum of 3 years’ experience in B2B partner support or client-facing operational roles, preferably within fintech, payments, or technology sectors.
• Proficient communication skills in English (written and spoken), with additional European languages like French, German, or Dutch regarded as significant advantages.
• Keen interest in payment systems and their value to members and end-user customers.
• Experience in establishing and maintaining external partner relationships, including conducting operational reviews and routine check-ins.
• Capability to analyze and present data and performance metrics to diverse audiences, supporting decisions with evidence-based insights.
• Strong problem-solving aptitude and meticulous attention to detail.
• Ability to manage priorities in a dynamic, multitasking environment.
• Experience with Jira Service Management or comparable case management and CRM platforms.
• Embraces feedback, demonstrates a growth mindset, and adapts readily to change.

Additional Information

• EPI operates a remote-first culture, encouraging work from home within one's country, supplemented with quarterly in-person meetings for team collaboration.
• Employees may work from another EU country for up to three months annually.
• Compensation includes salary plus performance-related bonuses alongside a comprehensive benefits package.
• Access to a €5,000 annual budget dedicated to learning and professional development.
• EPI champions diversity and is committed to providing equal employment opportunities regardless of gender, ethnicity, religion, sexual orientation, social status, disability, or age.

Recruitment Process

• Initial telephone screening with a recruiter.
• Interview with the Consumer Support team.
• Final interview with the Team Lead.

Considerations

This position may not suit candidates seeking strictly routine, predictable tasks or those reluctant to engage proactively with diverse teams.