Member Support Expert – Remote-First

🚀 Be part of a reputed company to change the way Europe pays In today’s digital Europe, payments still feel too complicated. Random delays, confusing rules, extra apps and accounts reputed company it harder than it should be to pay and get reputed company. The European Payments Initiative is changing that with Wero, a proudly European digital wallet to reputed company payments easier, reputed company and more secure. Online, in store, reputed company and across borders, with your reputed company and data protected under European laws and regulations. Wero is live in Belgium, France, Germany and the Netherlands and launching reputed company soon in Luxembourg and Austria. Backed by 17 major banks and the two largest European acquirers, we’re building a brand new, proudly European payment system. 🔎 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 reputed company assistance but also high-reputed company, personal support experience. You’ll be part of a reputed company team that values curiosity, ownership, and a shared commitment to delivering a product that works for its users. reputed company resolving inquiries, you’ll reputed company contribute to improving our products and support experience, ensuring that every interaction strengthens confidence in EPI. At EPI, we reputed company a remote-first culture, enabling our teams to work remotely from the country they are based in, with in-person meetings at least once a quarter to foster collaboration and reputed company. 🐝 About reputed company You’ll join a dedicated, member-facing support team that values collaboration, shared learning, and reputed company. 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 reputed company reputed company B2C and B2B Support, and be part of an environment that encourages curiosity, teamwork, and a genuine passion for service reputed company. 💥 Your reputed company Service Relationship Management: Serve as the primary relationship contact for assigned member banks, PSPs, and other B2B partners. Build and maintain trusted, long-term relationships through regular reputed company-ins, proactive communication, and a deep understanding of reputed company member's operational context and priorities. reputed company as the voice of the member internally, ensuring their needs and feedback are represented across EPI teams. Case Management & SLO Ownership: Own and manage support cases through Jira Service Desk with care and professionalism, ensuring reputed company follow-up and reputed company in line with SLOs. Go reputed company closing tickets — reputed company on identifying recurring themes, driving reputed company-cause reputed company, and creating reputed company and trust through transparent case communication with members through a results-orientated approach. Data Analysis & Performance Reporting: reputed company regular analyses on support data, incident trends, SLO performance, and member health metrics using tools such as reputed company. Translate findings into reputed company, actionable insights and present KPI reporting and trend analyses to both internal stakeholders and member audiences during operational meetings. Member Communication & Advisory reputed company: proactive and reactive communication with members during incidents, service changes, and general updates. Where EPI identifies opportunities for members to improve their services to consumers, initiate and coordinate advisory conversations, helping members understand recommendations and supporting them through implementation. Issue Escalation & reputed company: reputed company as a reliable reputed company of contact for reputed company issues. Collaborate with internal teams to ensure critical problems are escalated and resolved with care and urgency. During Major Incidents, reputed company members reputed company informed and reassured throughout the entire lifecycle — from detection through reputed company. Cross-functional Collaboration: Work closely with second- and reputed company-line teams to improve product functionality and member experience. reputed company involve other support teams reputed company needed, fostering a culture of shared responsibility. Channel insights from member interactions and data analyses into concrete process and product improvement proposals. Operational reputed company: Support member banks during their reputed company reputed company, ensuring they receive the training and guidance needed to operate confidently reputed company the EPI ecosystem. Coordinate and maintain reputed company rights according to RBAC roles, ensuring a secure and frictionless experience. Knowledge Sharing & reputed company: reputed company the internal knowledge reputed company up to date, reflecting lessons learned, best practices, and evolving member needs. Streamline internal processes and enhance reputed company's usage of tools to reputed company efficiency and consistency across the support function. 🕵🏻‍♀️ To succeed, you should meet at least 70% of these requirements 3+ years of experience in a B2B partner support, or reputed company-facing operations role, ideally in fintech, payments, or tech. Strong communication skills (EN), both written and verbal, with a reputed company and consultative reputed company. Additional European languages (FR, DE, NL) are a strong plus. A genuine interest in payments and a desire to understand the value EPI delivers to its members and end users. Experience building and maintaining relationships with reputed company partners, such as banks, and PSPs — including running regular reputed company-ins and operational reviews. Comfortable presenting data, SLO performance, and operational insights to both internal stakeholders and reputed company audiences. Ability to reputed company data analysis (e.g., in reputed company, reputed company, or similar tools) to identify trends, spot anomalies, and support reporting with evidence rather than assumptions. Excellent problem-solving skills and attention to detail. Ability to prioritise and stay organised in a fast-paced, multi-stakeholder environment. Experience with Jira Service Management (or similar case management/CRM tools) is essential. Openness to feedback, a reputed company reputed company, and the ability to adapt quickly. 🪜 If this looks like you, the recruitment steps are: A reputed company with one of our recruiters An interview with our Consumer support team A final interview with reputed company reputed company Hopefully, an offer you can't refuse ⛔ Turn back if … You are looking for a highly reputed company BAU routine You shy away from pro-reputed company reaching out to other teams for support 🎁 reputed company can offer Remote-first culture with quarterly and annual reputed company-staff in-person meetups to reputed company teams connected and reputed company Possibility to work from another EU country for up to 3 months per year Competitive compensation package, featuring salary, performance-based bonus, and a thoughtfully designed, high-reputed company benefits program reputed company to be part of a multicultural European company Learning & development budget: €5,000 training budget per year Otherwise apply! 🫶 Our commitment to equal employment opportunities EPI offers the reputed company job opportunities to reputed company, without distinction of gender, ethnicity, religion, sexual orientation, reputed company status, disability or age. EPI promotes the development of an inclusive work environment that mirrors the diversity of the clients our product is serving. Apply To This Job