Consumer Support Expert (B2C) – Remote-First

Consumer Support Expert (B2C) – Remote‑First

Join the EPI Company as a Consumer Support Expert (B2C) and help us change the way Europe pays.

About the Company

The European Payments Initiative (EPI) builds a new European payment system with Wero, a digital wallet for France, Belgium, and Germany, with more countries and omnichannel solutions coming soon. Supported by 14 major banks and the two largest European acquirers, EPI offers easy, instant, and transparent payments for the greater good.

What’s in it for you

As a brand ambassador, you will ensure that consumers using the Wero application receive exceptional service and assistance. You will address inquiries, troubleshoot, and guarantee customer satisfaction while contributing to product and support experience improvements.

About the Team

Join a dedicated, consumer‑facing support team that values collaboration, learning, and empathy. You will work closely with technical and operational colleagues and report to the Team Lead B2C and B2B Support.

Customer Assistance & Troubleshooting

Deliver empathetic, efficient, and accurate support via live chat, guiding users through account setup, app navigation, transaction inquiries, and feature usage within Wero.

Case Management

Manage multiple support interactions with professionalism and urgency, ensuring timely follow‑up and resolution. Proactively initiate outbound communication when needed to address priority use cases.

Issue Resolution & Escalation

Diagnose and resolve user issues related to the Wero app, payments, and account functionality. Escalate complex or technical cases to 2nd and 3rd line teams using clear templates and context.

Cross‑Functional Collaboration

Partner with Product, Engineering, Risk, and other Operations teams to identify recurring pain points and contribute to process and product improvements.

Knowledge Management & Continuous Improvement

Maintain and enhance internal support documentation and the knowledge base to reflect the latest product updates and best practices.

To Succeed

• +2 years of experience in a support or customer‑facing role, ideally within fintech or technology
• Exceptional communication skills, written and verbal, with a collaborative approach
• Fluency in English (C1 or C2); additional European languages such as French, German, or Dutch a plus
• Genuine interest in payments and curiosity about their value for members
• Open to feedback, 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) essential
• A data‑driven approach, using insights and statistics rather than assumptions

Recruitment Steps

• A first call with a recruiter
• An interview with the Consumer Support team
• A final interview with the Team Lead
• Hopefully, an offer you can’t refuse

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 serves.