Consumer Support Expert

Remotedxb; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

EPI, a European payments system, seeks a multilingual support specialist to assist users with account setup, wallet provisioning, and payment issues. You will handle live chat, email, and phone inquiries, coordinating with Product, Fraud, and AML teams to address recurring problems and improve user experience.

Applicants should have 2+ years in a customer-facing role, fluency in English and French, and experience with Zendesk. The role emphasizes accuracy, empathy, and documentation upkeep.

Qualifications

• 2+ years in a support role, ideally fintech or technology.
• Fluent English and French (C1/C2/C1).
• Hands-on experience with Zendesk CRM.

Responsibilities

• Deliver empathetic and accurate support via live chat, email, and phone to guide users through account setup and wallet provisioning.
• Manage multiple support interactions using Zendesk while ensuring timely resolution in line with SLAs.
• Diagnose and resolve user issues related to P2P payments, e-commerce transactions, and QR code payments.
• Partner with Product, Fraud, and AML teams to identify recurring pain points and share actionable user insights.
• Maintain and enhance internal support documentation, including Confluence and Zendesk knowledge bases.

Skills

English (C1/C2)

French (C1)

Tools

Zendesk

Job description

Responsibilities

• Deliver empathetic and accurate support via live chat, email, and phone to guide users through account setup and wallet provisioning
• Manage multiple support interactions using Zendesk while ensuring timely resolution in line with defined SLAs
• Diagnose and resolve user issues related to P2P payments, e-commerce transactions, and QR code payments
• Partner with Product, Fraud, and AML teams to identify recurring pain points and share actionable user insights
• Maintain and enhance internal support documentation, including Confluence and Zendesk knowledge bases

Requirements

• 2+ years of experience in a support or customer-facing role, ideally in fintech or technology
• Fluency in English (C1/C2) and French (C1 minimum)
• Hands‑on experience with CRM tools such as Zendesk

Preferred Qualifications

• Familiarity with mobile applications and basic technical troubleshooting
• Data‑driven approach to problem‑solving
• Strong interest in the payments industry

About the Company

EPI is building a new, proudly European payment system with Wero, a digital wallet designed to make sending and receiving money simple, seamless, and secure across Europe.