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About the Role

In today’s digital world, payments often still feel outdated. 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. EPI is building a new, proudly European payment system: easy, instant and transparent, all for the greater good.

Responsibilities

Deliver empathetic, efficient, and accurate support via live chat, email and inbound/outbound calls to guide users through account setup, wallet provisioning, and proxy management.
Help investigate problems across different payment types within the Wero standalone app.
Support users across EPI’s core markets (FR, DE, BE, LU).
Clearly 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 when required.
Ensure timely follow-up and resolution in line with defined SLAs.
Proactively initiate outbound communication (e.g., phone) when needed 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, share actionable user insights, and contribute to process and product improvements.
Act as the voice of the consumer within cross-functional forums, feeding back patterns from support interactions, particularly during new market launches to inform product roadmap decisions, chatbot improvements, and FAQ updates.
Participate in member walkthrough sessions to ensure training is adequately provided to new members joining EPI.
Maintain and enhance internal support documentation (Confluence, Zendesk knowledge base, FAQs, chatbot flows, and macros) to reflect the latest product updates, troubleshooting steps, and best practices.
Contribute to the creation and translation of Help Center articles, chatbot flows, and macros tailored to market-specific features and bank-specific onboarding journeys for new market launches.
Actively contribute to the Consumer support training curriculum and support the onboarding of new team members through structured training paths.

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) and French (C1 minimum).
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.

Skills

Customer Support
Troubleshooting
Live Chat Support
Email Support
Phone Support
Case Management
Zendesk
CRM Tools
Issue Resolution
Escalation Management
Cross-Functional Collaboration
Knowledge Management
Confluence
Mobile Applications
Technical Troubleshooting
Data Analysis

Location

Remote

Work Type

Remote-first
Full-time

Experience Level

Mid-level

Benefits

Competitive compensation package
Salary
Performance-based bonus
Thoughtfully designed, high-quality benefits program
Remote-first culture
Quarterly and annual all-staff in-person meetups
Possibility to work from another EU country for up to 3 months per year
Opportunity to be part of a multicultural European company
Learning & development budget: €5,000 training budget per year

About the Company

The European Payments Initiative (EPI) is changing the way Europe pays.
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 16 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.

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.