Customer Support Specialist Payment Cards (Technical)

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:

• At Enfuce, the Customer Support Specialist is pivotal to delivering top-tier technical support. You’ll help customers running mission-critical card-issuing programmes on our cloud-native platform succeed every day. As a Customer Support Specialist, you’ll combine robust payment‑card expertise with a consultative mindset to ensure every interaction becomes a moment of trust for our partners and customers. You will be a valued expert on all things Enfuce, ensuring our customers' needs are met efficiently. By leveraging technology, stellar collaboration skills, and a proactive approach, you will significantly contribute to improving NPS, response times and long‑term business success.

What you will do:

• Act as the primary technical contact (B2B, 2nd‑line) for a range of fintech and banking customers, owning issues from triage to resolution within SLA together with a supporting team. Enfuce Support normally operates during standard business hours – no night or weekend shifts.Troubleshoot transaction flows and API logs together with other teams teams using observability tools (such as Sumo Logic), investigate settlement file and tokenisation issues, and answer scheme‑compliance questions using tools such as SQL, Postman, Visa Access, and other systems and documentation


• Participate in dispute case handling, reporting and 2nd line advisory in adherence to regulatory & card scheme requirements.


• Provide proactive consultancy and support by running reports on service statistics, sharing best practices, and familiarising yourself with our customers' technical setups and how they use Enfuce's services. You will have the opportunity to leverage your analytical skills to make a concrete difference in Enfuce's operations.


• Create and maintain documentation, explain issue root causes to customers, and own practical automation efforts to drive self‑service and customer autonomy.


• Collaborate with the Product, Engineering, and Compliance teams to escalate bugs, influence the product roadmap, and represent the “voice of the customer.”


• Hold occasional training sessions for our customers about our products and services, helping to ensure that life in production runs smoothly and that our customers leverage our services to their fullest potential.

Job Requirements: 

• 2+ years in a customer‑facing technical role (support, solutions engineering, advisory, etc.), preferably within card issuing or payment processing.


• Proven track record of making a hands‑on, measurable impact in a start‑up or scale-up setting, driving success through your actions.


• Solid understanding of the full card‑payments lifecycle — authorisation, clearing, settlement, disputes — and the core rules of Visa and/or Mastercard.


• Hands‑on experience investigating system logs, sending simple REST API calls, and using ticketing tools (such as Jira or Zendesk).


• Ability to translate complex technical findings into clear, concise explanations for our customers and other partners.


• Growth mindset: you want to gain a deep understanding of Enfuce's mission, take ownership of your work, and thrive in a rapidly scaling environment. You'd rather focus on meaningful, complex tasks that move Enfuce and our customers forward, and you look for ways to hand off repetitive tasks to automation.

Nice to have:

• Experience and/or certifications in dispute management.


• Fluency in Finnish (written and spoken)


• Experience operating in a B2B context within multinational, culturally diverse teams.


• Comfort working in a Linux command‑line environment (or a comparable shell).
  Experience implementing or using AI‑powered tools that streamline workflows and enhance operational efficiency.


• Dispute‑management certifications (e.g., Visa Chargeback Management, Mastercard Dispute Resolution).

Why You’ll Love Working at Enfuce:

• High autonomy & ownership: We give you the freedom to own your work and trust you to make the best decisions for your projects.

• Top-tier talent: Join a team of industry experts and highly skilled engineers who are as passionate as you are about innovation.

• Unlimited growth potential: We support your ambition with plenty of room for personal and professional growth within the company.

• Flexible, remote work: Work from anywhere up to 30 days, in an environment that values flexibility and work-life balance.

• A supportive culture: You’ll be part of a team that encourages, motivates, and celebrates success together.
  
  

Comprehensive benefits package: We take care of our people with great benefits to match the value you bring.

Benefits & Perks:

Fair pay and employee stock option:

• We value the input of every employee and want you to tap into the growth we build together. That’s why our salaries are competitive and reassessed regularly, and you have access to an employee stock option program.

Flexible paid time off:

• We offer a flexible paid time off policy, providing up to 5 weeks of annual vacation days and paid family leave (subject to country regulations). Additionally, you can benefit from hybrid or remote work options, promoting a healthy work-life balance.

Regular fun with your team:

• To spend other than work-related time with your teammates, you get a team activity budget for three quarters a year. The fourth quarter is reserved for a company-wide event.

Individual learning budget:

• You get a yearly learning budget to use for courses and other relevant learning opportunities that help you develop your skills.

Healthcare Insurance, mobile phone, and more