Job Description

About the role:

This role is responsible for delivering reliable 2nd line support for Enfuce's card issuing and payment solutions. You'll work closely with customers to investigate, troubleshoot and resolve technical and operational issues, while providing expert guidance across card issuing, payment processing and related services.

You'll collaborate with Product, Engineering, Operations and Scheme teams to resolve complex customer issues, contribute to operational excellence and continuously improve the customer experience through automation, AI and scalable support processes.

What you'll be doing:

• Manage and resolve customer enquiries related to card issuing, payment processing and Enfuce's services in line with agreed SLAs.

• Investigate, troubleshoot and resolve technical and operational issues across the card issuing lifecycle.

• Provide customers with expert guidance on issuer processes, payment flows and product capabilities.

• Work closely with Product, Engineering, Scheme Operations and Operations teams to resolve complex payment-related issues.

• Handle cardholder disputes and chargeback cases in accordance with card scheme rules, regulatory requirements and internal procedures.

• Support dispute reporting and advise customers on dispute processes and best practices.

• Deliver recurring operational activities, including reporting related to disputes, digital wallets, card operations and service performance.

• Maintain accurate operational documentation and customer records.

• Guide and train customers on self-service tools to promote customer self-sufficiency.

• Identify opportunities to improve processes, automation, AI-assisted workflows and service quality.

What you'll bring:

• 3+ years' experience within technical support, operations or customer support in the payments industry.

• Hands-on experience supporting card issuing platforms, issuer processing or issuer operations.

• Strong understanding of the payments ecosystem, including card issuing, authorisation, clearing, settlement, chargebacks and digital wallets.

• Experience supporting payment products, fintech platforms, issuer processors, banks or payment service providers.

• Experience investigating customer issues involving payment transactions and card lifecycle events.

• Excellent communication skills in English, both written and spoken.

• Experience using ticketing systems such as Jira Service Management, Zendesk or similar.

• Technical aptitude with the ability to troubleshoot complex issues.

• Working knowledge of APIs, SQL queries, log analysis and access management.

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 professionals who are passionate about innovation and payments.

• Unlimited growth potential: We support your ambition with plenty of room for personal and professional development.

• Flexible, remote work: Work remotely with the flexibility to work abroad for up to 30 days each year.

• A supportive culture: Join a collaborative team that encourages learning, innovation and celebrates success together.

• Comprehensive benefits package: We offer competitive benefits designed to support your wellbeing and long-term success.

Benefits & Perks:

Fair pay and employee stock option

We value the contribution of every employee. Alongside competitive salaries that are reviewed regularly, you'll have access to our Employee Stock Option Plan, allowing you to share in Enfuce's future success.

Flexible Paid Time Off

We offer up to five weeks' annual leave, paid family leave (subject to local regulations), and flexible hybrid or remote working options to support a healthy work-life balance.

Regular Fun With Your Team

We believe great teams build great products. You'll receive a quarterly team activity budget, alongside company-wide events, giving you plenty of opportunities to connect with colleagues beyond day-to-day work.