Customer Helpdesk Specialist for eCom Onboarding

Nexi Group; Poznań; On-site; PLN 78,000 - 123,000; Full time

Benefits offered by this job

Tech equipment

International team

PayTech University training

Competitive benefits

Job summary

Nexi is seeking a Customer Helpdesk Specialist for eCom Onboarding in Poznań. You will handle merchant inquiries by phone and email, support onboarding, verify documentation, and help assess and manage business risk.

The role supports cross‑functional teams and requires strong communication in English and Polish. The team works in a collaborative, international environment with ongoing training and career development through Nexi's PayTech University.

Qualifications

• At least 2 years of experience in customer service, online payments, risk, KYC/AML, or a similar operational role.
• Experience in supporting B2B customers, including handling phone calls and email communication.
• Practical experience with ticketing systems, back-office tools, or transaction management platforms.
• Ability to analyse documentation, company registration data, and information from various sources.
• Willingness to work in shifts, including weekends.
• Good knowledge of MS Office, particularly Excel, Word, and Outlook.
• Very good communication skills and the ability to build strong relationships with customers.

Responsibilities

• Independently handle phone conversations with merchants, identify issues, propose solutions and elevate complex cases.
• Manage email correspondence and handle requests from business customers from initial contact to full resolution.
• Support onboarding by updating account information in line with procedures.
• Verify customer documentation and declarations as part of KYC/AML processes.
• Identify UBOs, verify PEP status, and ensure required documentation is complete.
• Analyze merchants’ activities from registration data and sources to assess risks.
• Work with OTOBO and ALTAR, ensuring timely case handling and SLA compliance.
• Collaborate with teams, escalate to experts, and maintain strong customer communication.

Skills

Customer service

Online payments

Risk awareness

KYC/AML

B2B support

Ticketing systems

MS Office

Communication skills

Tools

Ticketing systems

Back-office tools

Transaction management platforms

Job description

Job Description

What if your next job lets you simplify payments for millions, every single day?

Join Nexi and be part of a collaborative, inclusive workplace where you can learn, grow, and make an impact everyday.

Job Description

What if your next job lets you simplify payments for millions, every single day?

Join Nexi and be part of a collaborative, inclusive workplace where you can learn, grow, and make an impact everyday.

About Nexi

At Nexi, we're simplifying the future of digital payments. As one of Europe's leading payment companies, we combine international scale with the dynamism of a fast-moving tech company. With over 9,000 colleagues across more than 25 countries, we're shaping how people and businesses pay and interact every day. Here, your skills, curiosity, and ambition don't just support the business. They help shape what comes next.

Your Everyday at Nexi

As a Customer Helpdesk Specialist for eCom Onboarding, you’ll join a collaborative and forward-thinking team based in Poznań.

About Your Future Role

• Independently handle phone conversations with merchants, identify and troubleshoot issues, propose solutions, and appropriately elevate more complex cases.
• Manage email correspondence and handle requests from business customers from initial contact through to full resolution.
• Support the merchant onboarding process by making account changes and updating company information in line with applicable procedures.
• Verify customer documentation, company registration data, and declarations as part of KYC and AML processes.
• Identify Ultimate Beneficial Owners (UBOs), verify PEP status, and ensure that all required documentation is complete.
• Analyse merchants’ business activities based on company registration data, websites, and other available sources to support the initial assessment of business relationship risks.
• Work with operational and ticketing systems, including OTOBO and ALTAR, ensuring timely case handling, completeness of information, and compliance with SLAs.
• Collaborate with other teams, elevate more complex cases to relevant experts, and maintain a high standard of customer communication.

What We Value In You

We’re looking for someone eager to make a difference. Here’s what we value:

Essential Qualifications

• At least 2 years of experience in customer service, online payments, risk, KYC/AML, or a similar operational role.
• Experience in supporting B2B customers, including handling phone calls and email communication.
• Practical experience with ticketing systems, back-office tools, or transaction management platforms.
• Ability to analyse documentation, company registration data, and information from various sources.
• Willingness to work in shifts, including weekends.
• Good knowledge of MS Office, particularly Excel, Word, and Outlook.
• Very good communication skills and the ability to build strong relationships with customers.

Even if you don’t check every box, your unique potential and willingness to learn could set you apart.

What’s in it for You?

• Attractive salary and a competitive benefits package to reward your expertise and contributions
• Tech equipment: Get the tools you need to succeed, including the latest technology to support your work
• Join an international team: Collaborate with experts from across Europe and bring your ideas to life in a dynamic, global environment
• Grow and develop: Gain hands-on experience and structured training through our PayTech University, designed to accelerate your career and help you reach your full potential

Life and Culture at Nexi

Working at Nexi means collaborating across teams, markets, and disciplines to solve complex challenges and deliver meaningful results. You'll be part of an environment where knowledge sharing, continuous improvement, and teamwork are part of everyday life. Discover more about our culture, values, and what it's like to be part of Nexi on our Life at Nexi page.

Diversity and Inclusion Commitment

At Nexi, diversity and inclusion are at the heart of who we are. By embracing differences and fostering respect, we build a culture where every individual has the opportunity to learn, grow, and succeed.

Next starts with you, everyday

At Nexi, our next idea, our next innovation, starts with you. Join us today.