Job Description

Shape the Future of Payments with Nexi in 2026
Envision a world where every transaction feels effortless, safe, and connected. At Nexi, we’re leading this transformation, building tools and solutions that redefine how the world pays. By joining us, you’ll play a part in creating the next generation of digital payments in an innovative, supportive, and international environment.

Why This Role Is Right for You
As a Customer Helpdesk Specialist for Onboarding eCom, you’ll join a collaborative and forward-thinking team based in Poznań (hybrid work model) Together, we support merchants across Europe, ensuring smooth onboarding processes, regulatory compliance, and high-quality customer experience in the fast-moving world of digital payments.

About Your Future Role
In this position, you will:

• Independently handle inbound and outbound phone calls with merchants, diagnosing issues, providing quick solutions, and escalating when needed
• Manage complex customer interactions requiring clarification of product and regulatory topics, ensuring consistent communication and accurate documentation
• Take ownership of the shared mailbox, analyzing requests and leading communication until full resolution
• Perform account changes (e.g., company data, legal form, bank details) in line with internal procedures and approval paths
• Execute KYC/AML tasks, including verification of documents, identity checks, and ensuring compliance with regulations
• Analyze merchant business models using registry data (e.g., PKD, websites) and conduct basic risk assessments
• Work daily with ticketing and transactional systems (e.g., OTOBO, 3CX), ensuring SLA adherence, prioritization, and data completeness
• Collaborate with internal teams, escalate complex cases with full context, and maintain high standards of communication quality

What Makes You a Great Fit
We’re looking for someone eager to make a difference. Here’s what we value:

Essential Qualifications:

• Minimum 2 years of experience in customer service, payments, risk, KYC/AML, or similar operational roles
• Strong experience in B2B customer support, including phone and email communication
• Hands-on experience with ticketing systems, transactional platforms, or financial back-office tools
• Ability to analyze documents and data, draw conclusions, and assess basic risk

• Availability to work in a shift system (including weekends)

Bonus Skills:

• Knowledge of online payment systems and merchant service environments
• Understanding of AML/KYC regulations and customer verification processes
• Familiarity with corporate structures and UBO identification
• Higher education in finance, economics, law, or administration
• Strong organizational skills and ability to manage multiple tasks under time pressure

Even if you don’t check every box, your unique potential and willingness to learn could set you apart.

What’s in it for You?

• Attractive salary and a competitive benefits package to reward your expertise and contributions
• Tech equipment: Get the tools you need to succeed, including the latest technology to support your work
• Join an international team: Collaborate with experts from across Europe and bring your ideas to life in a dynamic, global environment
• Grow and develop: Gain hands-on experience and structured training through our PayTech University, designed to accelerate your career and help you reach your full potential
• Hybrid work model Combine office collaboration in Poznań with remote flexibility

Discover Life at Nexi
We’re an international team of 10,000 people across 25 countries, united by shared ambition and a passion for innovation. Learn more about our culture, Values, and how we’re shaping the future of digital payments. Visit our Life at Nexi page.

Diversity and Inclusion at Nexi
We are proud to be an equal opportunity employer: together, we succeed by embracing our differences and creating a future where everyone can thrive.

Your Next Step Starts Here
If this opportunity excites you, we’d love to hear your story. Submit your application today, and let’s shape the future of digital payments together!