Consumer Support Expert (B2C) - Remote-First Operations & Service Delivery · Multiple locations[...]

EPI Company; Remote; EUR 40.000 - 60.000; Vollzeit

Zusammenfassung

A prominent European payments initiative is seeking a Consumer Support Expert to provide exceptional service for the Wero application. The role is fully remote and involves assisting customers, troubleshooting issues, and contributing to product improvements. Ideal candidates should have over two years of experience in a customer-facing role, excellent communication skills in English, and a passion for payments. This position fosters a collaborative and dynamic team culture focused on user satisfaction.

Qualifikationen

• Minimum of 2 years experience in a support or customer-facing role.
• Strong collaborative approach.
• Interest in payments and their value.

Aufgaben

• Deliver empathetic and efficient support via live chat.
• Manage multiple support interactions effectively.
• Diagnose and resolve user issues related to the Wero app.

Kenntnisse

Exceptional communication skills

Problem-solving abilities

Fluency in English (CEFR level C1 or C2)

Experience in a support or customer-facing role

Familiarity with mobile applications

Tools

CRM tools (e.g., Zendesk)

Jobbeschreibung

Department: Operations & Service Delivery – Locations: Remote-First in Belgium, Remote-First in France, Remote-First in Germany, Remote-First in Netherlands – Remote status: Fully Remote

Consumer Support Expert (B2C) – Remote-First

We usually respond within three days.

🚀 Be part of a movement to change the way Europe pays

In today’s digital world, payments often still feel outdated: random delays and confusing rules make it harder than it should be to pay and get paid. The European Payments Initiative (EPI) is here to change all that, forever.

With Wero, our digital wallet, we make sending and receiving money simple, seamless and secure across France, Belgium and Germany, with more countries and omnichannel solutions coming soon. Supported by 14 major banks and the two largest European acquirers, EPI is building a new, proudly European payment system: easy, instant and transparent, all for the greater good.

What's in it for you

As a Consumer Support Expert (B2C Support), you will be a brand ambassador in ensuring consumers that use our Wero application receive exceptional service and assistance. You will be responsible for addressing inquiries, troubleshooting, and ensuring consumer satisfaction. You’ll be part of a collaborative team that values curiosity, ownership, and a shared commitment to delivering a product that truly works for its users. Beyond resolving inquiries, you’ll actively contribute to improving our products and support experience, ensuring that every interaction strengthens confidence in EPI.

Your impact

• Customer Assistance & Troubleshooting: Deliver empathetic, efficient, and accurate support via live chat, guiding users through account setup, app navigation, transaction inquiries, and feature usage within Wero.
• Case Management: Manage multiple support interactions with professionalism and urgency, ensuring timely follow-up and resolution. Proactively initiate outbound communication (e.g., phone) when needed to ensure priority use cases are addressed accordingly.
• Issue Resolution & Escalation: Diagnose and resolve user issues related to the Wero app, payments, and account functionality. Escalate complex or technical cases to 2nd and 3rd line teams using clear escalation templates and context to enable swift resolution.
• Cross-Functional Collaboration: Partner with Product, Engineering, Risk, and other Operations teams to identify recurring pain points, share actionable user insights, and contribute to process and product improvements that enhance user satisfaction.
• Knowledge Management & Continuous Improvement: Maintain and enhance internal support documentation and the knowledge base to reflect the latest product updates, troubleshooting steps, and best practices, ensuring consistent and high-quality service delivery.

To succeed, you should meet at least 70% of these requirements

• +2 years of experience in a support or customer-facing role, ideally within fintech or technology
• Exceptional communication skills, both written and verbal, with a strong collaborative approach
• Fluency in English (CEFR level C1 or C2); proficiency in additional European languages such as French, German, or Dutch is a plus
• Genuine interest in payments and a curiosity to understand their value for our members
• Openness to feedback, a growth mindset, and adaptability in a dynamic environment
• Strong problem-solving abilities and keen attention to detail
• Familiarity with mobile applications and basic technical troubleshooting
• Ability to prioritize tasks and stay organized in a fast-paced setting
• Hands‑on experience with CRM tools (e.g., Zendesk) is essential
• A data‑driven approach, using insights and statistics rather than assumptions

About the team

You’ll join a dedicated, consumer‑facing support team that values collaboration, shared learning, and empathy. We work closely with both technical and operational colleagues to ensure that our Wero users 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.

If this looks like you, the recruitment steps are:

1. A first call with one of our recruiters
2. An interview with our Consumer support team
3. A final interview with the Team Lead
4. Hopefully, an offer you can't refuse

Turn back if …

• You are looking for a highly structured BAU routine
• You shy away from pro‑actively reaching out to other teams for support

Otherwise apply!

Our commitment to equal employment opportunities

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.