Manage and resolve customer enquiries related to card issuing, payment processing and Enfuce's services in line with agreed SLAs
Investigate, troubleshoot and resolve technical and operational issues across the card issuing lifecycle
Provide customers with expert guidance on issuer processes, payment flows and product capabilities
Work closely with Product, Engineering, Scheme Operations and Operations teams to resolve complex payment-related issues
Handle cardholder disputes and chargeback cases in accordance with card scheme rules, regulatory requirements and internal procedures
Support dispute reporting and advise customers on dispute processes and best practices
Deliver recurring operational activities, including reporting related to disputes, digital wallets, card operations and service performance
Maintain accurate operational documentation and customer records
Guide and train customers on self-service tools to promote customer self-sufficiency
Identify opportunities to improve processes, automation, AI-assisted workflows and service quality

3+ years' experience within technical support, operations or customer support in the payments industry
Hands-on experience supporting card issuing platforms, issuer processing or issuer operations
Strong understanding of the payments ecosystem, including card issuing, authorisation, clearing, settlement, chargebacks and digital wallets
Experience supporting payment products, fintech platforms, issuer processors, banks or payment service providers
Experience investigating customer issues involving payment transactions and card lifecycle events
Excellent communication skills in English, both written and spoken
Experience using ticketing systems such as Jira Service Management, Zendesk or similar
Technical aptitude with the ability to troubleshoot complex issues
Working knowledge of APIs, SQL queries, log analysis and access management

Technical Support Specialist

Key skills