Customer Support & Operations Specialist

Location: Luxembourg Operations and Customer Support Log and manage incoming inquiries and complaints across all communication channels throughout the whole lifecycle with speed and professionalism. Monitor platform status alerts (e.g., service outages, latency, payment rail delays) and keep relevant stakeholders informed. Coordinate cross-functionally across Business Development, Finance & Payment Operations, Compliance, Product, and IT to resolve complex customer support queries related to the platform functionality and payment execution issues. UAT & Quality Assurance Execute the UAT for new platform builds, financial instruments, payment rails, and feature releases. Define and check test cases and scenarios from a user and operational perspective to identify bugs, performance bottlenecks, and UX friction before deployment. Collaborate directly with Product and Engineering teams to report issues, re-test fixes, and validate platform stability. Change Management & Process Improvement Capture, log, and analyse feedback from clients and internal teams to identify feature gaps and process bottlenecks. Assist in drafting and managing Change Requests, ensuring functional requirements are clearly documented for technical teams. Participate in refining internal workflows, operational procedures, and support documentation as the product evolves. Understanding of the B2B Customer Support process within fintech, payment institutions, banking, FX, or digital assets. Comfortable managing customer inquiries from investigation to resolution, coordinating with multiple cross-functional stakeholders to deliver an excellent customer experience. Interest in technology and product development, with experience or willingness to participate in User Acceptance Testing (UAT), validate new features, and report bugs or usability issues. Confident using support and collaboration tools such as Jira, Confluence, Zendesk, Intercom, or similar platforms. Strong analytical and problem-solving skills, with excellent attention to detail. Excellent written and verbal communication skills, with the ability to explain complex issues clearly and professionally. Self-organized, proactive, and comfortable working in a fast-paced, evolving fintech environment. Fluent English High Impact: Direct influence on the development and refinement of a next-generation global payments platform. Growth Potential: Opportunity to expand your skill set across new product development, payment operations, and client management. Modern & Collaborative Culture: Work within a forward-thinking team pushing the boundaries of global digital finance infrastructure. Location & Work Model: This is a hybrid role based in Luxembourg. We are considering candidates who are based locally or able to commute to the Luxembourg office as part of a hybrid setup. Important information for applicants: We’ll reach out within two weeks should your profile be a match.