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About the Role
As a Consumer Support Expert, you will be a brand ambassador ensuring consumers using the Wero application receive exceptional service and assistance. You will address inquiries, troubleshoot issues, and ensure consumer satisfaction, contributing to product improvements and strengthening confidence in EPI.
Responsibilities
- Deliver empathetic, efficient, and accurate support via live chat, email, and inbound/outbound calls for account setup, wallet provisioning, and proxy management.
- Investigate problems across different payment types within the Wero standalone app.
- Support users across EPI’s core markets (FR, DE, BE, LU).
- Distinguish between issues within EPI's scope and those that must be redirected to the consumer's bank.
- Manage multiple support interactions across Zendesk with professionalism and urgency.
- Ensure timely follow-up and resolution in line with defined SLAs.
- Proactively initiate outbound communication for priority use cases.
- Diagnose and resolve user issues related to the Wero standalone app, including P2P payments, e-commerce transactions, QR code payments, wallet provisioning, proxy conflicts, and account functionality.
- Escalate complex or technical cases to 2nd line and 3rd line SMEs using clear escalation templates and structured context.
- Partner with L2 and L3 support teams, Product, Fraud, AML, and other Operations teams to identify recurring pain points and share actionable user insights.
- Contribute to process and product improvements.
- Act as the voice of the consumer within cross-functional forums, feeding back patterns from support interactions.
- Contribute to the creation and translation of Help Center articles, chatbot flows, and macros for new market launches.
- Maintain and enhance internal support documentation (Confluence, Zendesk knowledge base, FAQs, chatbot flows, and macros).
- Contribute to the Consumer support training curriculum.
- Support the onboarding of new team members through structured training paths.
Requirements
- Over 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., Zendesk) is essential.
- A data-driven approach, using insights and statistics rather than assumptions.
- Do not shy away from pro-actively reaching out to other teams for support.
Skills
- Customer Support
- Troubleshooting
- Live Chat Support
- Email Support
- Phone Support
- Case Management
- Zendesk
- Confluence
- CRM Tools
- Problem-Solving
- Attention to Detail
- Communication Skills
- Collaboration
- Data Analysis
Location
- France
- Belgium
- Germany
Work Type
- Full-time
Experience Level
- Mid-level
About the Company
- The European Payments Initiative (EPI) is changing the way Europe pays with Wero, a digital wallet making sending and receiving money simple, seamless, and secure across Europe.
- Supported by 16 major banks and two large European acquirers, EPI is building a new, proudly European payment system that is easy, instant, and transparent.
- The Consumer Support team is dedicated, consumer-facing, and values collaboration, shared learning, and empathy.
- The team works closely with technical and operational colleagues to ensure Wero users can rely on EPI with confidence.
Equal Opportunity
- 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.