Customer Support & Operations Officer

We hold EMI and CASP licenses from the CSSF and build international payments infrastructure for businesses operating across markets, currencies, and financial systems.

We are creating a unified platform that brings together international payments, foreign exchange, and digital financial infrastructure — helping companies simplify treasury operations, expand into new markets, and connect traditional payment rails with the emerging digital economy.

About the Role

As our platform continues to evolve, we're looking for an adaptable, hands-on professional who enjoys working across customer operations, product improvements, and cross-functional collaboration in a fast-moving fintech environment.

This is far more than a traditional customer support role. You'll work closely with Product, Engineering, Compliance, Finance, and Business teams to ensure our platform delivers an outstanding customer experience.

You'll support clients, validate new product releases through User Acceptance Testing (UAT), identify opportunities to improve operational processes, and turn customer feedback into meaningful product improvements.

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 support queries.

UAT & Quality Assurance 

• Lead and execute 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.

• 2+ years of experience in B2B Customer Support within fintech, payment institutions, banking, FX, or digital assets.
• Comfortable managing customer inquiries from investigation through to resolution, coordinating with multiple internal stakeholders to deliver an excellent customer experience.
• Experience working closely with Product, Engineering, Operations, Compliance, or other cross-functional teams.
• 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.

Language Requirements

• English: Professional fluency (Required – main working language)
• French: Working knowledge (Desirable)
• Russian: Strong advantage

• 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 looking for candidates who are already based in Luxembourg or are willing to relocate.