Consumer Support Expert (B2C) – Remote-First

About the role

Join the European Payments Initiative (EPI) as a Consumer Support Expert and become the front‑line ambassador for the Wero digital wallet. You will help users across France, Germany, Belgium and Luxembourg resolve issues, set up accounts and feel confident using a new European payment ecosystem.

Key responsibilities

• Provide empathetic, accurate assistance via live chat, email and inbound/outbound calls.
• Guide users through account setup, wallet provisioning, proxy management and payment transactions.
• Investigate and troubleshoot problems across various payment types within the Wero app.
• Manage cases in Zendesk, ensuring timely follow‑up and adherence to SLAs.
• Escalate complex technical issues to L2/L3 teams using structured templates.
• Collaborate with Product, Fraud, AML and Operations to identify recurring pain points.

Required profile

• Strong customer‑service mindset with a focus on empathy and efficiency.
• Ability to work independently in a remote‑first environment.
• Excellent communication skills in English; additional European languages are a plus.
• Detail‑oriented and capable of handling multiple interactions simultaneously.

Required skills

• Proficiency with Zendesk or similar ticketing systems.

What we offer

• Opportunity to shape a pan‑European fintech product.
• Collaborative, curiosity‑driven team culture.
• Remote‑first work arrangement with flexible hours.