Member Support Expert – Remote-First

🚀 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 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 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 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

• 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's operational context and priorities. Act as the voice of the member 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 members through a results-orientated approach.

• Data Analysis & Performance Reporting: Perform regular analyses on support data, incident trends, SLO performance, and member 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 audiences during operational meetings.

• Member Communication & Advisory Lead: proactive and reactive communication with members during incidents, service changes, and general updates. Where EPI identifies opportunities for members to improve their services to consumers, initiate and coordinate advisory conversations, helping members 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 members 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 experience. Actively involve other support teams when needed, fostering a culture of shared responsibility. Channel insights from member 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 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 in fintech, payments, or tech.

• Strong communication skills (EN), both written and verbal, with a collaborative and consultative mindset. Additional European languages (FR, DE, NL) are a strong plus.

• A genuine interest in payments and a desire to understand the value EPI delivers to its members and end users.

• Experience building and maintaining relationships with external partners, such as banks, and PSPs — including running regular check-ins and operational reviews.

• Comfortable presenting data, SLO performance, and operational insights to both internal stakeholders and external audiences.

• Ability to perform data analysis (e.g., in Excel, Databricks, or similar tools) to identify trends, spot anomalies, and support reporting with evidence rather than assumptions.

• Excellent problem-solving skills and attention to detail.

• Ability to prioritise and stay organised in a fast-paced, multi-stakeholder environment.

• Experience with Jira Service Management (or similar case management/CRM tools) is essential.

• Openness to feedback, a growth mindset, and the ability to adapt quickly.

🪜 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

🎁 What we can offer

• Remote-first culture with quarterly and annual all-staff in-person meetups to keep teams connected and collaborative

• Possibility to work from another EU country for up to 3 months per year

• Competitive compensation package, featuring salary, performance-based bonus, and a thoughtfully designed, high-quality benefits program

• The opportunity to be part of a multicultural European company

• Learning & development budget: €5,000 training budget per year

🫶 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.