Merchant Support Specialist

Job Description

Are you interested in joining of Europe's fastest growing companies? Do you want to impact the wellbeing of millions of users?
If yes, join us to make an impact in a fast-paced and dynamic environment where you’ll play a key role in driving financial accountability, supporting strategic decisions, and enabling sustainable growth.

Epassi’s purpose is to boost everyday well-being. We are a leading provider of employee benefit solutions across Europe. We were established in Finland in 2007, and in 2008 we were the first company to launch a mobile-payable employee benefit payment solution in Europe. Since then, we have consistently grown, diversifying our products and introducing our services into new markets.
Epassi has been awarded by the Financial Times as one of the fastest-growing companies in Europe on multiple occasions.

We are currently hiring Merchant Support Specialist to be based in Helsinki.

Your mission at Epassi
As a Merchant Support Specialist, you will be the primary point of contact for our merchant locations across Finland. You'll join Epassi's merchant team and play a key role in ensuring our merchants have a seamless experience -resolving their challenges efficiently, guiding them through our product, and helping streamline their day-to-day cooperation with Epassi. This role is central to delivering best-in-class service and strengthening merchant relationships at scale.

Your responsibilities will be:

• Providing multi-channel support to merchants via phone and email, resolving cases efficiently and with a service-first mindset
• Guiding merchants through our product and user journey from both a technical and functional perspective
• Collaborating with internal teams to identify and deliver the best solutions for merchants
• Identifying recurring issues and escalating structured feedback to product development
• Staying up to date with new and evolving product features to ensure accurate and helpful support

You’ll be successful in this role if you:

• Consistently deliver high-quality, responsive service that leaves merchants feeling supported and heard
• Handle support cases in a structured, detail-oriented way with minimal errors
• Proactively flag patterns and issues that can drive product or process improvements
• Build strong working relationships with both merchants and internal colleagues
• Quickly get up to speed with new systems, tools, and product updates

What you’ll be doing (daily):

• Handling inbound merchant inquiries via phone and email, troubleshooting issues and providing clear, timely resolutions
• Guiding merchants step-by-step through our platform and user journey from both a technical and product perspective
• Coordinating with internal teams and colleagues when cases require escalation or cross-functional input
• Documenting and flagging recurring issues and merchant feedback to be escalated to product development
• Keeping up to date with new and changing product features to ensure accurate and helpful support at all times

What you should bring:

• 1–2 years of experience in customer service or a similarly relevant role
• A natural customer-service mindset with a positive, can-do attitude
• The ability to work both independently and as part of a collaborative team
• Strong IT skills, including proficiency in MS Office and the ability to quickly learn new systems
• An eagerness to learn, a proactive approach, and a solution-oriented way of thinking

Your language profile:

• Finnish: fluent, both oral and written (mandatory)
• English: fluent, both oral and written (mandatory)
• Swedish: a significant advantage

Your track record:

• Demonstrated experience delivering high-quality customer service, ideally in a fast-paced or tech-adjacent environment
• A history of resolving complex or recurring customer issues through structured problem-solving
• Experience working cross-functionally or escalating feedback in a way that led to process or product improvements
• Proven ability to quickly adapt to new tools, systems, or product changes

Your competency profile:

• Customer focus: You put the merchant experience at the centre of everything you do, going the extra mile to ensure every interaction leaves a positive impression.
• Communication: You express yourself clearly and professionally across channels, adapting your tone to the situation whether it's a quick email or a tricky phone call.
• Solution orientation: When faced with a challenge, you focus on finding the best path forward rather than dwelling on the problem.
• Attention to detail: You work in a structured, accurate way and take pride in getting things right — especially when managing high volumes of cases.
• Adaptability: You embrace change, pick up new information quickly, and stay effective even as products and processes evolve.
• Collaboration: You work well within a team, share knowledge openly, and know when to loop in colleagues to find the best outcome for the merchant.

Why You Should Join Us

• Be part of an ambitious growth journey and join a global community of driven, bold, entrepreneurial, yet humble Epassians in a company that is constantly evolving.
• Work with a clear purpose: Boosting everyday wellbeing and create a meaningful, positive impact on both individuals and society.
• Thrive in an open and inclusive culture with low hierarchy, where relationships are built on respect, camaraderie, and shared successes and challenges.
• Come as you are — we’ll bring out the best in you and support your personal and professional growth.
• Join a fast-growing tech company with a strong financial foundation, offering opportunities to grow and make an impact together with us.
• Benefit from an inspiring and supportive work environment where employee wellbeing is a true priority.
• Contribute to solidifying our position as the number one player in Europe’s employee benefit market and help shape the next wave of success.

Please submit your application in English.