B2B Support Representative – Remote-First

EPI Company; Paris; À distance; EUR 35 000 - 50 000; Plein temps

Résumé du poste

A digital payment solutions provider is seeking a B2B Support Representative to join their remote-first team in Paris. In this role, you'll assist member banks and contribute to an enhanced customer support experience through effective case management and issue resolution. The ideal candidate will have strong communication skills and at least two years of experience in support or customer-facing roles, particularly in fintech. If you're passionate about improving payment systems and enjoy team collaboration, we would love to hear from you.

Qualifications

• Minimum 2 years in a support or customer-facing role, ideally in fintech or technology.
• Strong collaborative approach with exceptional communication skills.
• Fluency in English (CEFR level C1 or C2); proficiency in French, German, or Dutch is a plus.
• Focus on understanding the value of payments for members.
• Openness to feedback with a growth mindset.

Responsabilités

• Manage support cases through Jira Service Desk with professionalism and care.
• Act as a reliable point of contact for complex issues and escalate them when necessary.
• Collaborate cross-functionally to improve product functionality and user experience.
• Support member banks during onboarding and coordinate access rights.
• Keep the knowledge base updated and streamline internal processes.

Connaissances

Customer-facing experience

Exceptional communication skills

Fluency in English

Problem-solving abilities

Technical troubleshooting

Outils

Jira

Description du poste

B2B Support Representative – Remote-First

Join to apply for the B2B Support Representative – Remote-First role at EPI Company.

🚀 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In today’s digital world, payments often still feel outdated: random delays and confusing rules make it harder than it should be to pay and get paid.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 Member Support Expert, you will be a trusted operational partner to EPI’s member banks and payment partners, ensuring they receive not only timely assistance but also a high-quality, personal support experience. 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.

🐝 About the team

You’ll join a dedicated, member-facing support team that values collaboration, shared learning, and empathy. We work closely with both technical and operational colleagues to ensure that our member banks, and by extension, their customers, 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.

Your impact

• Case Management: Own and manage support cases through Jira Service Desk with care and professionalism, ensuring timely follow-up and resolution in line with SLOs. The focus is not only on closing cases, but on creating clarity, trust, and positive member experiences.
• Issue Escalation & Resolution: Act as a reliable point of contact for complex issues. Collaborate with internal teams to ensure critical problems are escalated and resolved with care and urgency. In case of Major Incidents, keep members actively informed and reassured throughout the communications process that goes beyond resolution.
• Cross-functional Collaboration: Work closely with second- and third-line teams to improve product functionality and user experience. Actively involve other support teams when needed, fostering a culture of shared responsibility and continuous improvement. Share insights from member interactions to help shape process and product improvements.
• Operational Onboarding: Support member banks during their onboarding journey, ensuring they have received the training required to feel confident and equipped to operate within the EPI ecosystem. Coordinate and maintain access rights according to RBAC roles, ensuring a secure and frictionless experience for all users.
• Knowledge Sharing & Quality: Keep our internal knowledge base up to date, reflecting lessons learned and best practices. Streamline our internal processes and enhance the teams’ usage of tools to drive efficiency.

🕵🏻♀️ 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., Jira) is essential
• A data‑driven approach, using insights and statistics rather than assumptions

🪜 If this looks like you, the recruitment steps are:

• A first call with one of our recruiters
• An interview with your future manager focused on your expertise
• A final cultural interview
• Hopefully, an offer you can’t refuse

❌ Potential Fit Concerns

• You are looking for a highly structured BAU routine
• You don’t see yourself building upon existing client-facing relationships
• Your work experience leans towards office or technical IT
• You don’t feel comfortable presenting in front of an audience

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.

Seniority level: Not Applicable

Employment type: Other

Job function: Other

Referrals increase your chances of interviewing at EPI Company by 2x

Get notified about new Support Representative jobs in Paris, Île-de-France, France.