B2B Partner Operations Specialist – Fintech, Payments

This is a fully remote position, open to applicants in Belgium, +4 more countries.

📋 Description

• Act as the primary point of contact for designated member banks, PSPs, and other B2B partners.

• Establish and nurture long-lasting relationships through consistent communication and regular check-ins.

• Advocate for the needs and feedback of member banks within EPI teams.

• Manage support cases via Jira Service Desk, ensuring prompt follow-ups and resolutions in accordance with service level objectives (SLOs).

• Recognize recurring issues and drive root-cause analysis for resolution.

• Evaluate support data, incident patterns, SLO performance, and member bank health metrics utilizing tools like Databricks.

• Convert findings into actionable insights and deliver KPI reporting and trend analysis.

• Oversee proactive and reactive communications during incidents, service changes, and updates.

• Facilitate advisory discussions to assist member banks in enhancing their consumer services.

• Address and resolve complex issues with internal teams effectively.

• Keep member banks updated during significant incidents from detection to resolution.

• Work collaboratively with second- and third-line teams to enhance product functionality and member bank satisfaction.

• Transform partner insights and data analyses into proposals for process and product improvements.

• Assist member banks during onboarding by providing training and guidance.

• Manage and maintain access rights according to role-based access control (RBAC) roles.

• Ensure that the internal knowledge base is regularly updated.

• Optimize internal processes and enhance tool utilization across the support function.

⛳️ Requirements

• Over 3 years of experience in B2B partner support or client-facing operations, preferably in fintech, payments, or technology sectors.

• Exceptional written and verbal communication skills in English.

• Proficiency in additional European languages (French, German, Dutch) is a significant advantage.

• A genuine interest in payments and a clear understanding of EPI’s value to member banks and end-users.

• Proven experience in building and maintaining relationships with external partners, such as banks and PSPs.

• Familiarity with conducting regular check-ins and operational reviews.

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

• Proficient in data analysis using Excel, Databricks, or similar tools.

• Strong problem-solving abilities and keen attention to detail.

• Capacity to prioritize tasks and stay organized in a dynamic, multi-stakeholder environment.

• Experience with Jira Service Management or similar case management/CRM tools is required.

• Willingness to accept feedback, maintain a growth mindset, and adapt swiftly.

🏝️ Benefits

• A remote-first culture with quarterly and annual in-person meetups for all staff.

• Opportunity to work from another EU country for up to 3 months each year.

• Competitive compensation package.

• Performance-based bonus structure.

• Thoughtfully crafted, high-quality benefits program.

• Learning & development budget: €5,000 training budget annually.

• Chance to be part of a multicultural European company.