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.
Responsibilities
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.
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.
Requirements
- Cross-Functional Mindset: Comfortable wearing multiple hats, working in early/development-stage environments, and shifting seamlessly between customer support, operational processes, and functional testing.
- Experience: Background in B2B client support, operations, Quality Assurance, or business analysis within fintech, payment institutions, banking, or digital assets/FX.
- Technical Aptitude: Experience with ticketing tools (e.g., Jira) and a strong understanding of product development workflows, UAT execution, and issue tracking.
- Analytical & Detail-Oriented: Exceptional problem-solving skills.
- Communication & Discretion: Diplomatic, discreet, and highly professional when communicating sensitive financial and technical data.
Language Requirements
- English: Professional fluency (Required — main working language)
- French: Working knowledge (Desirable)
- Russian: Strong advantage / beneficial (Plus)
Conditions
- 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.
