Consumer Support Expert (B2C) – Remote-First

🚀 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In today’s digital world, payments often still feel outdated: random delays and confusing rules make it harder than it should be to pay and get paid.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 16 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, 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

🐝 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.


💥 Your impact

• Customer Assistance & Troubleshooting: Deliver empathetic, efficient, and accurate support via live chat, email and inbound/outbound calls to guide users through account setup, wallet provisioning, and proxy management. Help investigate problems across different payment types within the Wero standalone app. Support users across EPI’s core markets (FR, DE, BE, LU). Clearly distinguish between issues within EPI's scope and those that must be redirected to the consumer's bank.
  

• Case Management: Manage multiple support interactions across Zendesk with professionalism and urgency when required. Ensure timely follow-up and resolution in line with defined SLAs. Proactively initiate outbound communication (e.g., phone) when needed for priority use cases.
  

• Issue Resolution & Escalation: Diagnose and resolve user issues related to the Wero standalone app, including but not limited to P2P payments, e-commerce transactions,QR code payments, wallet provisioning, proxy conflicts, and account functionality.Escalate complex or technical cases to 2nd line and 3rd line SME’s using clear escalation templates and structured context to enable swift resolution.
  

• Cross-Functional Collaboration: Partner with L2 and L3 support teams, Product, Fraud,AML, and other Operations teams to identify recurring pain points, share actionable user insights, and contribute to process and product improvements. Act as the voice of the consumer within cross-functional forums, feeding back patterns from support interactions, particularly during new market launches to inform product roadmap decisions, chatbot improvements, and FAQ updates. Participate in member walkthrough sessions to ensure training is adequately provided to new members joining EPI.
  

• Knowledge Management & Continuous Improvement: Maintain and enhance internal support documentation (Confluence, Zendesk knowledge base, FAQs, chatbot flows, and macros) to reflect the latest product updates, troubleshooting steps, and best practices.For new market launches, contribute to the creation and translation of Help Center articles, chatbot flows, and macros tailored to market-specific features and bank-specific onboarding journeys. Actively contribute to the Consumer support training curriculum and support the onboarding of new team members through structured training paths.
  
  
  🕵🏻‍♀️ 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
  

🪜 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.