ABOUT ENFUCE:

• Founded in 2016, Enfuce is a female-founded and led company with a unique vision: to bring the brightest minds and the best technology together to break down the barriers to prosperity.
• As a leading global card issuer and payment processor that merges innovation, security, and expertise to create modular, cloud-based payment processing capabilities, Enfuce is one of Finland’s most valuable scaleups, and is the first financial service provider in the world to be PCI-DSS certified while running its service in the public cloud.
• By focusing on collaboration, Enfuce is able to efficiently provide customers with cutting edge features – offering in-house experts and white labelled technology to help companies create scalable payment solutions with ease. Supporting debit, credit, prepaid, gift, fleet, and fuel card programmes in any form – for consumer, commercial, and B2B applications. Enfuce’s no-nonsense approach helps customers create bespoke payment solutions that are flexible, scalable, and secure.
• Holding an Electronic Money Institution (EMI) licence from the Finnish FSA and from the UK’s Financial Conduct Authority (FCA), enabling operations across Europe and the UK, Enfuce’s PCI-DSS certified platform guarantees 99.999% uptime, global scalability, and card scheme connectivity, supporting various card programmes and integration with digital wallets.
• Enfuce has raised €68.5 million in funding rounds, showcasing its industry leadership with recognitions like Visa Fintech Fast Track and Mastercard Lighthouse Development Program participation, as well as winning prestigious awards, such as the 2019 PayTech Award for Best Payments Solution, 2022 FF Award for Mobile Payments and the 2023 FF Award for Authentic ESG. Propelled by the forward-looking vision of its Co-CEOs and Nordic ingenuity, Enfuce is set to expand globally, shaping the future of payment solutions.

ABOUT THE ROLE:

• The Customer Support Specialist at Enfuce plays a key role in ensuring excellentcustomer experience by providing timely and effective 2nd line support and consultationfor Enfuce’s products and services. This position is responsible for handling customerinquiries, troubleshooting issues, and ensuring that customer needs are met efficiently.
• The Customer Support Specialist works closely with internal teams to improve processes,enhance service quality, and contribute to customer satisfaction and loyalty. Byleveraging technology, process optimisation, and a proactive approach, this rolesignificantly contributes to improving NPS and long-term business success.

WHAT YOU WILL DO:

• Manage and resolve customer inquiries through the ticketing system, ensuring prompt responses and resolutions, adhering to agreed service level agreements (SLAs)
• Monthly reporting tasks such as dispute reporting, digital wallet reporting, and SLA reporting
• Dispute case handling, reporting, and consultation in adherence to regulatory requirements
• Train and consultation for customers on self-service tools and effective tool usage
• Continuously improving ways of working, leveraging AI, automating tasks, and developing self-service capabilities.