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About the Role

As a B2B Partner Operations Specialist, you will be a trusted operational partner to EPI’s member banks and payment partners, ensuring they receive timely assistance and high-quality, personal support. You’ll 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 bank 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 bank health metrics.
• Translate findings into clear, actionable insights and present KPI reporting and trend analyses.
• Provide proactive and reactive communication with member banks during incidents, service changes, and general updates.
• Initiate and coordinate advisory conversations to help member banks 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 member banks actively informed and reassured during Major Incidents.
• Work closely with second- and third-line teams to improve product functionality and member bank experience.
• Channel insights from member bank interactions and data analyses into concrete process and product improvement proposals.
• Support member banks during their onboarding journey, ensuring they receive necessary training and guidance.
• Coordinate and maintain access rights according to RBAC roles.
• Keep the internal knowledge base up to date, reflecting lessons learned and best practices.
• Streamline internal processes and enhance the team's usage of tools to drive efficiency.

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.
• 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 and support reporting.
• Excellent problem-solving skills and attention to detail.
• Ability to prioritize and stay organized 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.

Skills

• Communication (written and verbal)
• Collaborative mindset
• Consultative mindset
• Relationship building
• Data analysis
• Problem-solving
• Attention to detail
• Prioritization
• Organization
• Jira Service Management

Location

• Remote-first (based in country of residence)
• In-person meetings at least once a quarter

Work Type

• Remote-first
• Full-time

Experience Level

• 3+ years of experience

Salary/Compensations

• Competitive compensation package
• Performance-based bonus

Benefits

• Thoughtfully designed, high-quality benefits program
• Possibility to work from another EU country for up to 3 months per year
• Multicultural European company environment
• Learning & development budget: €5,000 training budget per year

About the Company

• Changing the way Europe pays with Wero, a digital wallet making payments easier, clearer, and more secure.
• Backed by 17 major banks and two largest European acquirers.
• Building a brand new, proudly European payment system.
• Wero is live in Belgium, France, Germany, and the Netherlands, launching soon in Luxembourg and Austria.

Equal Opportunity

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