Customer Support & Operations Officer

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

Because we are currently in an active development phase, we are looking for an adaptable, cross-functional professional who thrives in a fast-paced fintech environment.

In this role, you won't just handle customer support and day-to-day operations. You will serve as a vital bridge between our customers and internal teams: IT, Compliance, Finance, and others. You will also play a hands-on role in User Acceptance Testing (UAT) for every version of our payment platform, check implementation of new features, translate operational feedback into structured Change Requests or Bug Reports, and ensure high-quality standards in Change Management.

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.

• 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.