Consumer Support Expert

Responsibilities

• Deliver empathetic and accurate support via live chat, email, and phone to guide users through account setup and wallet provisioning
• Manage multiple support interactions using Zendesk while ensuring timely resolution in line with defined SLAs
• Diagnose and resolve user issues related to P2P payments, e-commerce transactions, and QR code payments
• Partner with Product, Fraud, and AML teams to identify recurring pain points and share actionable user insights
• Maintain and enhance internal support documentation, including Confluence and Zendesk knowledge bases

Requirements

• 2+ years of experience in a support or customer-facing role, ideally in fintech or technology
• Fluency in English (C1/C2) and French (C1 minimum)
• Hands-on experience with CRM tools such as Zendesk

Preferred Qualifications

• Familiarity with mobile applications and basic technical troubleshooting
• Data-driven approach to problem-solving
• Strong interest in the payments industry

About the Company

EPI is building a new, proudly European payment system with Wero, a digital wallet designed to make sending and receiving money simple, seamless, and secure across Europe.