As a B2B Partner Operations Specialist, you will be a trusted operational partner to EPI’s member banks and payment partners, ensuring they receive not only timely assistance but also high-quality, personal support experience. You’ll be part of a collaborative team that values curiosity, ownership, and a shared commitment to delivering a product that works for its users. Beyond resolving inquiries, you’ll actively contribute to improving our products and support experience, ensuring that every interaction strengthens confidence in EPI.

At EPI, we embrace a remote-first culture, enabling our teams to work remotely from the country they are based in, with in-person meetings at least once a quarter to foster collaboration and connection.

🐝 About the team

You’ll join a dedicated, member-facing support team that values collaboration, shared learning, and empathy. We work closely with both technical and operational colleagues to ensure that our member banks and by extension, their customers can rely on EPI with confidence. You’ll report to the Manager of Customer Support and be part of an environment that encourages curiosity, teamwork, and a genuine passion for service quality.

💥 Your impact

• Service Relationship Management: Serve as the primary relationship contact for assigned member banks, PSPs, and other B2B partners. Build and maintain trusted, long-term relationships through regular check-ins, proactive communication, and a deep understanding of each member bank's operational context and priorities. Act as the voice of the member bank internally, ensuring their needs and feedback are represented across EPI teams.
• Case Management & SLO Ownership: Own and manage support cases through Jira Service Desk with care and professionalism, ensuring timely follow-up and resolution in line with SLOs. Go beyond closing tickets — focus on identifying recurring themes, driving root-cause resolution, and creating clarity and trust through transparent case communication with member banks through a results-orientated approach.
• Data Analysis & Performance Reporting: Perform regular analyses on support data, incident trends, SLO performance, and member bank health metrics using tools such as Databricks. Translate findings into clear, actionable insights and present KPI reporting and trend analyses to both internal stakeholders and member bank audiences during operational meetings.
• Member Bank Communication & Advisory Lead: proactive and reactive communication with member banks during incidents, service changes, and general updates. Where EPI identifies opportunities for member banks to improve their services to consumers, initiate and coordinate advisory conversations, helping member banks understand recommendations and supporting them through implementation.
• Issue Escalation & Resolution: Act as a reliable point of contact for complex issues. Collaborate with internal teams to ensure critical problems are escalated and resolved with care and urgency. During Major Incidents, keep member banks actively informed and reassured throughout the entire lifecycle — from detection through resolution.
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