🚀 Be part of a movement to change the way Europe pays

In today’s digital world, payments often still feel outdated: random delays and confusing rules make it harder than it should be to pay and get paid. The European Payments Initiative (EPI) is here to change all that, forever.

With Wero, our digital wallet, we make sending and receiving money simple, seamless and secure across France, Belgium and Germany, with more countries and omnichannel solutions coming soon. Supported by 14 major banks and the two largest European acquirers, EPI is building a new, proudly European payment system: easy, instant and transparent, all for the greater good.

🔎 What's in it for you

As a Member Support Expert, you will be a trusted operational partner to EPI’s member banks and payment partners, ensuring they receive not only timely assistance but also a high-quality, personal support experience. You’ll be part of a collaborative team that values curiosity, ownership, and a shared commitment to delivering a product that truly works for its users. Beyond resolving inquiries, you’ll actively contribute to improving our products and support experience, ensuring that every interaction strengthens confidence in EPI.

🐝 About the team

You’ll join a dedicated, member-facing support team that values collaboration, shared learning, and empathy. We work closely with both technical and operational colleagues to ensure that our member banks, and by extension, their customers, can rely on EPI with confidence. You’ll report to the Team Lead B2C and B2B Support, and be part of an environment that encourages curiosity, teamwork, and a genuine passion for service quality.

💥 Your impact

• Case Management: Own and manage support cases through Jira Service Desk with care and professionalism, ensuring timely follow-up and resolution in line with SLOs. The focus is not only on closing cases, but on creating clarity, trust, and positive member experiences.
• Issue Escalation & Resolution: Act as a reliable point of contact for complex issues. Collaborate with internal teams to ensure critical problems are escalated and resolved with care and urgency. In case of Major Incidents, keep members actively informed and reassured throughout the communications process that goes beyond resolution.
• Cross-functional Collaboration: Work closely with second- and third-line teams to improve product functionality and user experience. Actively involve other support teams when needed, fostering a culture of shared responsibility and continuous improvement. Share insights from member interactions to help shape process and product improvements.
• Operational Onboarding: Support member banks during their onboarding journey, ensuring they have received the training required to feel confident and equipped to operate within the EPI ecosystem. Coordinate and maintain access rights according to RBAC roles, ensuring a secure and frictionless experience for all users.
• Knowledge Sharing & Quality: Keep our internal knowledge base up to date, reflecting lessons learned and best practices. Streamline our internal processes and enhance the teams’ usage of tools to drive efficiency.

🕵🏻‍♀️ To succeed, you should meet at least 70% of these requirements

• +2 years of experience in a support or customer-facing role, ideally within fintech or technology
• Exceptional communication skills, both written and verbal, with a strong collaborative approach
• Fluency in English (CEFR level C1 or C2); proficiency in additional European languages such as French, German, or Dutch is a plus
• Genuine interest in payments and a curiosity to understand their value for our members
• Openness to feedback, a growth mindset, and adaptability in a dynamic environment
• Strong problem-solving abilities and keen attention to detail
• Familiarity with mobile applications and basic technical troubleshooting
• Ability to prioritize tasks and stay organized in a fast-paced setting
• Hands-on experience with CRM tools (e.g., Jira) is essential
• A data-driven approach, using insights and statistics rather than assumptions

🪜 If this looks like you, the recruitment steps are:

1. A first call with one of our recruiters
2. An interview with 2 of our Member support team
3. A final interview with the Team Lead
4. Hopefully, an offer you can’t refuse

⛔ Turn back if …

• You are looking for a highly structured BAU routine
• You don’t see yourself building upon existing client-facing relationships
• You’re work experience leans towards office or technical IT
• You don’t feel comfortable presenting in front of an audience

Otherwise apply!

🫶 Our commitment to equal employment opportunities

EPI offers the same job opportunities to all, without distinction of gender, ethnicity, religion, sexual orientation, social status, disability or age. EPI promotes the development of an inclusive work environment that mirrors the diversity of the clients our product is serving.