B2B Payments Partnerships Ops Lead

EPI Company; Brussel Hoofdstad; Sur place; EUR 55 000 - 85 000; Plein temps

Avantages offerts par ce poste

Remote-first culture

Work from another EU country permitted

Competitive compensation with bonus

Multicultural European company

€5,000 training budget

Résumé du poste

EPI is seeking a Remote-first B2B Partner Operations Specialist to support member banks and PSPs across Europe. You will manage relationships, drive case resolution in Jira, analyze support data with Databricks, and communicate operational insights at meetings. Opportunity to influence product through cross-functional collaboration.

You will work with a team that values curiosity, ownership, and a strong focus on service quality, with quarterly in-person touchpoints across Europe.

Qualifications

• 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. Additional European languages (FR, DE, NL) are a strong plus.
• A genuine interest in payments and a desire to understand the value EPI delivers to its member banks and end users.
• Experience building and maintaining relationships with external partners, such as banks, and PSPs — including running regular check-ins and operational reviews.
• 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 with evidence rather than assumptions.
• 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.

Responsabilités

• Serve as the primary relationship contact for assigned member banks, PSPs, and other B2B partners, building trusted, long-term relationships.
• Own and manage support cases through Jira Service Desk, ensuring timely follow-up and resolution while driving root-cause analysis.
• Perform regular analyses on support data, incident trends, SLO performance, and member health metrics using Databricks; present KPI insights.
• Lead proactive and reactive communication with member banks during incidents, service changes, and updates.
• Escalate complex issues and coordinate with internal teams to ensure fast, careful resolution during Major Incidents.
• Collaborate with second- and third-line teams to improve product functionality and member experience.
• Support onboarding for new member banks and manage access rights per RBAC for security and ease.
• Keep the internal knowledge base updated with lessons learned and best practices.

Connaissances

B2B support

Communication

Data analysis

Jira Service Management

Databricks

Excel

Outils

Databricks

Excel

Description du poste

EPI is seeking a Remote-first B2B Partner Operations Specialist to support member banks and PSPs across Europe. You will manage relationships, drive case resolution in Jira, analyze support data with Databricks, and communicate operational insights at meetings. Opportunity to influence product through cross-functional collaboration.

You will work with a team that values curiosity, ownership, and a strong focus on service quality, with quarterly in-person touchpoints across Europe.