Customer Support Specialist - Embedded & Digital Finance

YAPEAL; Zürich; On-site; CHF 60,000 - 80,000; Full time

Job summary

YAPEAL, a Swiss fintech based in Zurich, seeks a Customer Support Specialist to serve Retail, Business, and Embedded Finance clients with world-class service. You’ll address complex payment inquiries, analyze incidents, and collaborate with product and operations to enhance customer satisfaction in a regulated environment.

Fluency in English and Swiss-German is required, with French or Italian a plus. Join a team redefining digital finance in Switzerland.

Qualifications

• Solid background in financial services, banking, cards, or payments.
• Business-fluent in English and Swiss-German; French/Italian a plus.
• Strong analytical mindset with a knack for troubleshooting.
• Experience supporting diverse client groups in a fast-growing fintech.

Responsibilities

• Provide high-quality support across Retail, Business, and Embedded Finance clients.
• Resolve complex inquiries about card transactions and financial services.
• Contribute to incident analysis to help identify and diagnose issues.
• Collaborate with product and operations to monitor performance and improve satisfaction.
• Operate within a regulated environment ensuring compliance and risk standards.

Skills

Fintech customer support

English and German fluency

Analytical troubleshooting

Stakeholder management

Job description

Are you ready to be the technical bridge between cutting-edge finance and world-class service?

YAPEAL is a Swiss fintech company founded in 2018 and holds the first fintech licence in Switzerland. Recognised by BILANZ and Statista as one of the most innovative SMEs in the Swiss financial sector for two years in a row, YAPEAL offers companies and their end customers both directly accessible and seamlessly integrated financial services through its Digital First platform. These solutions enable businesses to enhance customer experience, generate growth and improve efficiency. YAPEAL's headquarters are located in Zurich.

At YAPEAL, we’re looking for a Customer Support Specialist to provide world-class service to our diverse ecosystem of clients. You will be the face of our brand, ensuring that our Embedded Finance Partners, Business Clients, and Retail Users receive the seamless, reliable experience they expect from a Swiss fintech leader.

Curious to learn more? Explore the role and join us in redefining the future of finance!

About The Role:

You won’t just be answering questions; you’ll be a problem-solver and a technical bridge. This role requires a blend of empathy for the user and a sharp technical and analytical flair to dive into incident analysis and troubleshooting. You will work across segments, helping a retail user with a transaction one moment and assisting an Embedded Finance partner with a technical query the next.

Expect a Day Full of:

• Providing high-quality support to Retail, Business, and Embedded Finance clients across multiple channels.
• Leveraging your banking and payment know-how to resolve complex inquiries regarding card transactions and financial services.
• Contributing to incident analysis, using a technical flair to help identify and diagnose issues for our delivery teams.
• Collaborating with product and operations teams to monitor performance and continuously improve customer satisfaction.
• Operating within a regulated environment, ensuring all support activities align with compliance and risk standards.

Who We’re Looking For:

Below you'll see our skill wish list. Don't worry if you don't check every box. We’re not about perfectionism from the get-go, but rather willingness to grow. We are growing and learning ourselves, so let's grow together.

• Industry Expertise: You must have a solid background in financial services, banking, cards, payments or similar.
• Language Proficiency: You are business-fluent in English and (Swiss-)German. Proficiency in French or Italian is considered a strong plus.
• Analytical Flair: You have a natural interest in technical analysis and troubleshooting to support incident resolution (a plus).
• Client Focus: Proven experience supporting diverse client groups in a high-growth fintech environment.
• Communication Skills: Strong stakeholder management and the ability to explain complex financial topics clearly.
• Adaptability: A hands‑on approach and the willingness to grow within a fast‑paced, regulated startup.

Why Join YAPEAL?

At YAPEAL, we’re on a mission to transform the future of finance, and we’re looking for visionaries like you to join our journey. Here’s why YAPEAL is maybe your place to be:

A Culture of Innovation and Flexibility

Be part of a collaborative, forward‑thinking team that values creativity, flexibility, and customer success. At YAPEAL, every idea matters, and every voice counts. We give our people all the flexibility they need to thrive and succeed.

Unmatched Growth Opportunities

As an expanding company, your contribution will directly shape our success and market presence. This is your chance to grow with us and make a tangible impact on the future of finance.

If this sounds like the challenge you’ve been waiting for, we’d love to hear from you.

About Us

Based in Zurich, Switzerland, YAPEAL is revolutionizing the financial landscape with our embedded finance solutions. We empower businesses to seamlessly integrate financial services into their products, enhancing customer experiences and unlocking new revenue streams. Combining cutting‑edge technology with Swiss reliability, we’re setting a new standard for digital finance. Join us in building a future that’s uniquely dependable, and consistently innovative.