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About the Role

As a Member Support Expert, you will be a trusted operational partner to EPI’s member banks and payment partners, ensuring they receive timely, high-quality, and personal support. You will contribute to improving our products and support experience, strengthening confidence in EPI.

Responsibilities

• Serve as the primary relationship contact for assigned member banks, PSPs, and other B2B partners.
• Build and maintain trusted, long-term relationships through regular check-ins and proactive communication.
• Act as the voice of the member internally, ensuring their needs and feedback are represented across EPI teams.
• Own and manage support cases through Jira Service Desk, ensuring timely follow-up and resolution in line with SLOs.
• Identify recurring themes, drive root-cause resolution, and create clarity and trust through transparent case communication.
• Perform regular analyses on support data, incident trends, SLO performance, and member health metrics.
• Translate findings into clear, actionable insights and present KPI reporting and trend analyses.
• Provide proactive and reactive communication with members during incidents, service changes, and general updates.
• Initiate and coordinate advisory conversations to help members understand recommendations and support them through implementation.
• Act as a reliable point of contact for complex issues, collaborating with internal teams for escalation and resolution.
• Keep members actively informed and reassured during Major Incidents.
• Work closely with second- and third-line teams to improve product functionality and member experience.
• Channel insights from member interactions and data analyses into concrete process and product improvement proposals.
• Support member banks during their onboarding journey, providing necessary training and guidance.
• Coordinate and maintain access rights according to RBAC roles.
• Keep the internal knowledge base up to date with lessons learned, best practices, and evolving member needs.
• Streamline internal processes and enhance the team's usage of tools to drive efficiency and consistency.

Requirements

• 3+ years of experience in a B2B partner support, or client-facing operations role, ideally in fintech, payments, or tech.
• Strong communication skills (EN), both written and verbal, with a collaborative and consultative mindset.
• 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 external partners, such as banks, and PSPs.
• Comfortable presenting data, SLO performance, and operational insights to both internal stakeholders and external audiences.
• Ability to perform data analysis (e.g., in Excel, Databricks, or similar tools) to identify trends, spot anomalies, and support reporting.
• 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 growth mindset, and the ability to adapt quickly.
• You are looking for a highly structured BAU routine.
• You shy away from pro-actively reaching out to other teams for support.

Skills

• Communication skills (EN)
• Collaborative mindset
• Consultative mindset
• Data analysis
• Problem-solving
• Attention to detail
• Prioritization
• Organization
• Jira Service Management
• Adaptability

Location

• Remote-first

Work Type

• Remote
• Full-time

Experience Level

• 3+ years

Benefits

• Competitive compensation package
• Salary
• Performance-based bonus
• Thoughtfully designed, high-quality benefits program
• Learning & development budget: €5,000 training budget per year

About the Company

• In today’s digital Europe, payments still feel too complicated. Random delays, confusing rules, extra apps and accounts make it harder than it should be to pay and get paid.
• The European Payments Initiative is changing that with Wero, a proudly European digital wallet to make payments easier, clearer and more secure. Online, in store, at home and across borders, with your money and data protected under European laws and regulations.
• Wero is live in Belgium, France, Germany and the Netherlands and launching very 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.
• 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.
• The opportunity to be part of a multicultural European company.

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.