Customer Support Specialist

2 days ago

Espoo, Uusimaa, Finland Enfuce Full time

About Enfuce:

  • Founded in 2016, Enfuce is a female-founded and led company with a unique vision: to bring the brightest minds and the best technology together to break down the barriers to prosperity.
  • As a leading global card issuer and payment processor that merges innovation, security, and expertise to create modular, cloud-based payment processing capabilities, Enfuce is one of Finland's most valuable scaleups, and is the first financial service provider in the world to be PCI-DSS certified while running its service in the public cloud.
  • By focusing on collaboration, Enfuce is able to efficiently provide customers with cutting edge features – offering in-house experts and white labelled technology to help companies create scalable payment solutions with ease. Supporting debit, credit, prepaid, gift, fleet, and fuel card programmes in any form – for consumer, commercial, and B2B applications. Enfuce's no-nonsense approach helps customers create bespoke payment solutions that are flexible, scalable, and secure.
  • Holding an Electronic Money Institution (EMI) licence from the Finnish FSA and from the UK's Financial Conduct Authority (FCA), enabling operations across Europe and the UK, Enfuce's PCI-DSS certified platform guarantees 99.999% uptime, global scalability, and card scheme connectivity, supporting various card programmes and integration with digital wallets.
  • Enfuce has raised €68.5 million in funding rounds, showcasing its industry leadership with recognitions like Visa Fintech Fast Track and Mastercard Lighthouse Development Program participation, as well as winning prestigious awards, such as the 2019 PayTech Award for Best Payments Solution, 2022 FF Award for Mobile Payments and the 2023 FF Award for Authentic ESG. Propelled by the forward-looking vision of its Co-CEOs and Nordic ingenuity, Enfuce is set to expand globally, shaping the future of payment solutions.

About The Role:

  • The Customer Support Specialist at Enfuce plays a key role in ensuring excellent customer experience by providing timely and effective 2nd line support and consultation for Enfuce's products and services. This position is responsible for handling customer inquiries, troubleshooting issues, and ensuring that customer needs are met efficiently.
  • The Customer Support Specialist works closely with internal teams to improve processes, enhance service quality, and contribute to customer satisfaction and loyalty. By leveraging technology, process optimisation, and a proactive approach, this role significantly contributes to improving NPS and long-term business success.

What you will do:

  • Manage and resolve customer inquiries through the ticketing system, ensuring prompt responses and resolutions, adhering to agreed service level agreements (SLAs).
  • Monthly reporting tasks such as dispute reporting, digital wallet reporting, and SLA reporting.
  • Dispute case handling, reporting, and consultation in adherence to regulatory requirements.
  • Train and consult for customers on self-service tools and effective tool usage.
  • Continuously improve ways of working, leveraging AI, automating tasks, and developing self-service capabilities.

What you will have/bring:

  • 2+ years' experience in customer facing roles within payments and/or high growth technology driven startup environment.
  • Excellent communication skills in English and Finnish, both written and spoken, with great collaboration skills.
  • Growth mindset, curious to learn about card issuing and the payments industry.
  • Have honest and bold ambition, eager to grow with Enfuce in line with our values.
  • Familiarity with ticketing systems (Jira Service Management) and a general technical aptitude for learning new systems and tools.

Nice to have:

  • Experience and/or certifications in dispute management.
  • Experience using and/or implementing AI tooling in customer facing contexts.
  • Professional proficiency in French, German, Swedish, or Italian.

Why You'll Love Working at Enfuce:

  • High autonomy & ownership: We give you the freedom to own your work and trust you to make the best decisions for your projects.
  • Top-tier talent: Join a team of industry experts and highly skilled engineers who are as passionate as you are about innovation.
  • Unlimited growth potential: We support your ambition with plenty of room for personal and professional growth within the company.
  • Flexible, remote work: Work from anywhere up to 30 days, in an environment that values flexibility and work-life balance.
  • A supportive culture: You'll be part of a team that encourages, motivates, and celebrates success together.

Comprehensive benefits package: We take care of our people with great benefits to match the value you bring.

Benefits & Perks:

  • Fair pay and employee stock option: We value the input of every employee and want you to tap into the growth we build together. That's why our salaries are competitive and reassessed regularly, and you have access to an employee stock option program.
  • Flexible paid time off: We offer a flexible paid time off policy, providing up to 5 weeks of annual vacation days and paid family leave (subject to country regulations). Additionally, you can benefit from hybrid or remote work options, promoting a healthy work-life balance.
  • Regular fun with your team: To spend other than work-related time with your teammates, you get a team activity budget for three quarters a year. The fourth quarter is reserved for a company-wide event.
  • Individual learning budget: You get a yearly learning budget to use for courses and other relevant learning opportunities that help you develop your skills.
  • Healthcare Insurance, mobile phone, and more:
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