B2B Partner Operations Specialist (Fintech / Payments) - Remote-First

European Payments Initiative (EPI); Netherlands; Remote; EUR 65,000 - 95,000; Full time

Job summary

European Payments Initiative (EPI) is seeking a B2B Partner Operations Specialist to act as the trusted operational partner to member banks and payment partners. You will manage relationships, own cases, analyze data, and support onboarding while collaborating across teams to improve our product and service quality.

You will work in a remote-first setup, regularly aligning with teams and conducting quarterly in-person meetings from your base country, ensuring timely, high-quality support and

Qualifications

• 3+ years of experience in a B2B partner support, or client-facing operations role.

Responsibilities

• Service Relationship Management: primary relationship contact for assigned member banks, PSPs, and other B2B partners; build and maintain trusted, long-term relationships.
• Case Management & SLO Ownership: manage support cases through Jira Service Desk with timely follow-up and resolution; identify recurring themes and drive root-cause resolution.
• Data Analysis & Performance Reporting: analyze support data, incident trends, and KPI reporting using Databricks; present insights to stakeholders and members.
• Member Bank Communication & Advisory Lead: proactive/reactive communication during incidents and service changes; advise on improvements and support implementation.
• Issue Escalation & Resolution: serve as a reliable contact for complex issues; escalate and resolve with care; keep banks informed during Major Incidents.
• Cross-functional Collaboration: work with second- and third-line teams to improve product functionality and user experience; feed improvements.
• Operational Onboarding: support onboarding of member banks; manage RBAC access rights for secure operations.
• Knowledge Sharing & Quality: maintain knowledge base with lessons learned and best practices; streamline processes.

Tools

Jira Service Desk

Databricks

Job description

Be part of a movement to change the way Europe pays In today's digital Europe, payments still feel too complicated. Random delays, confusing rules, extra apps and accounts make it harder than it should be to pay and get paid. The European Payments Initiative is changing that with Wero, a proudly European digital wallet to make payments easier, clearer and more secure. Online, in store, at home and across borders, with your money and data protected under European laws and regulations. Wero is live in Belgium, France, Germany and the Netherlands and launching very soon in Luxembourg and Austria. Backed by 17 major banks and the two largest European acquirers, we're building a brand new, proudly European payment system.

What's in it for you As a B2B Partner Operations Specialist, you will be a trusted operational partner to EPI's member banks and payment partners, ensuring they receive not only timely assistance but also 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 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. At EPI, we embrace a remote-first culture, enabling our teams to work remotely from the country they are based in, with in-person meetings at least once a quarter to foster collaboration and connection.

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 Manager of Customer Support and be part of an environment that encourages curiosity, teamwork, and a genuine passion for service quality.

Your impact

• Service Relationship Management: Serve as the primary relationship contact for assigned member banks, PSPs, and other B2B partners. Build and maintain trusted, long-term relationships through regular check-ins, proactive communication, and a deep understanding of each member bank's operational context and priorities. Act as the voice of the member bank internally, ensuring their needs and feedback are represented across EPI teams.
• Case Management & SLO Ownership: Own and manage support cases through Jira Service Desk with care and professionalism, ensuring timely follow-up and resolution in line with SLOs. Go beyond closing tickets - focus on identifying recurring themes, driving root-cause resolution, and creating clarity and trust through transparent case communication with member banks through a results-oriented approach.
• Data Analysis & Performance Reporting: Perform regular analyses on support data, incident trends, SLO performance, and member bank health metrics using tools such as Databricks. Translate findings into clear, actionable insights and present KPI reporting and trend analyses to both internal stakeholders and member bank audiences during operational meetings.
• Member Bank Communication & Advisory Lead: proactive and reactive communication with member banks during incidents, service changes, and general updates. Where EPI identifies opportunities for member banks to improve their services to consumers, initiate and coordinate advisory conversations, helping member banks understand recommendations and supporting them through implementation.
• 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. During Major Incidents, keep member banks actively informed and reassured throughout the entire lifecycle - from detection through resolution.
• Cross-functional Collaboration: Work closely with second- and third-line teams to improve product functionality and member bank experience. Actively involve other support teams when needed, fostering a culture of shared responsibility. Channel insights from member bank interactions and data analyses into concrete process and product improvement proposals.
• Operational Onboarding: Support member banks during their onboarding journey, ensuring they receive the training and guidance needed to operate confidently within the EPI ecosystem. Coordinate and maintain access rights according to RBAC roles, ensuring a secure and frictionless experience.
• Knowledge Sharing & Quality: Keep the internal knowledge base up to date, reflecting lessons learned, best practices, and evolving member bank needs. Streamline internal processes and enhance the team's usage of tools to drive efficiency and consistency across the support function.

To succeed, you should meet at least 70% of these requirements 3+ years of experience in a B2B partner support, or client-facing operations role, ideally