Customer Support Representative

EveryPay's Operations Team is looking for a Customer Support Representative to support the daily operations of the Customer Support team and help us deliver reliable, high quality support to merchants, marketplaces, partners and end users.

About Us

At EveryPay, we are on a mission to build the digital financial infrastructure that underpins e-commerce in Greece, empowering marketplaces and merchants to grow.

We are a team of enthusiastic people, driven by our values to Empower Customers, work as a Team Together, Manage Risk and Get Stuff Done.

We are proud to have built the payments layer connecting most Greek marketplaces and merchants with world-class schemes like Visa and Mastercard. We service most Greek marketplaces, including Greece's largest and most successful marketplace, Skroutz. Our systems connect to thousands of banks in Greece and abroad. Our technology processes tens of thousands of transactions every day, representing billions of euros worth of e-commerce. If you have bought something online in Greece, chances are you have already used our payments product.

EveryPay is fully owned by the Skroutz Group of companies and is both a tech company and a regulated financial services institution. Therefore, you will be exposed to the world of the tech payments sector as well as the world of financial services.

The Role

As a Customer Support Representative at EveryPay, you will be responsible for providing support and technical assistance to customers, merchants and partners who use the company's payment processing products and services.

You will be part of a fast moving payments environment, where timely communication, accurate investigation and proper escalation are critical for the smooth operation of our services. You will work closely with other Customer Support team members, as well as internal teams such as Product, Technology, Operations, Risk and Compliance, in order to investigate, monitor and resolve customer inquiries and complaints related to payment processing.

Key Responsibilities

• Provide timely and effective support to merchants, partners and customers through phone and email
• Investigate and troubleshoot payment related issues, including transaction status, refunds, payouts, technical errors and integration questions
• Record, track and monitor customer inquiries and complaints through the company's CRM/ticketing system
• Escalate technical, operational or compliance related issues to the appropriate internal teams and follow up until resolution
• Collaborate with Product, Technology, Risk, Compliance and Operations teams when an issue requires further investigation
• Support the day to day operation of the Customer Support team, ensuring that requests are handled accurately and within the expected timeframes
• Maintain good knowledge of EveryPay's products, services, internal procedures and support flows
• Communicate clearly and professionally with customers, team members and other departments
• Contribute to client retention and customer satisfaction by providing accurate, helpful and solution oriented responses

Requirements

• At least 2 years of experience in a Customer Support, Technical Support or Operations Support role
• Experience in payments, fintech, banking, e-commerce or a regulated environment will be considered an asset
• Good technical understanding and ability to investigate complex issues with accuracy
• Excellent communication skills in both Greek and English
• Strong computer skills and very good knowledge of Microsoft Office applications
• Ability to work under pressure, prioritize tasks and manage multiple cases at the same time
• Strong analytical and problem solving skills
• Team spirit, ownership and attention to detail
• Ability to work independently and as part of a team
• Flexibility to work in rotating shifts, including weekends and public holidays, according to the team's operating schedule

Why Join EveryPay?

• Shape the core payments infrastructure of Greece
• Own a high-impact role directly tied to company growth and revenue
• Work at the intersection of technology, payments, and financial services
• Be part of a fast-growing, ambitious team within the Skroutz ecosystem

What's it like to work at EveryPay?

• Competitive full-time salary 💸
• Private Family Medical Plan 🏥
• Monthly meal allowance 🍽️
• Learning and development programs and access to relevant resources 📚
• A flexible hybrid model of work
• Free Skroutz Plus subscription ➕
• Free wellness subscription 🏋️‍♀️
• birthday leave
• Being part of an environment that gives employees large goals, autonomy, and mentoring, creating incredible opportunities, both for you and the company! 🪴

Disclaimer:

EveryPay collects and processes personal data in accordance with the EU General Data Protection Regulation (GDPR). We are bound to use the information provided within your job application for recruitment purposes only and not to share these with any unauthorized third parties. Please read our Recruitment Privacy Policy below.

Recruitment Privacy Policy

The Company EVERYPAY PAYMENT SERVICES SINGLE MEMBER SOCIETE ANONYME (hereinafter referred to as "EVERYPAY") collects CVs and personal data in order to evaluate and select suitable candidates for potential employment.

In accordance with Regulation (EU) 2016/679 on the protection of personal data, EVERYPAY provides you with the following information regarding the collection and processing of your personal data.

• Data Collection

The personal data we collect is voluntarily submitted to EVERYPAY by you and includes the information contained in your CV and any accompanying documents. This data may include: full name, contact phone number, e-mail address, educational and professional background, etc.

• Purpose

The data is processed solely for the purpose of evaluating your qualifications for potential employment within EVERYPAY.

• Legal Basis

The legal basis for processing your personal data is your consent, which is provided upon submission of your CV.

• Data Recipients and Transfers

Your personal data will only be accessed by authorized personnel of EVERYPAY involved in the recruitment process. It will not be transferred to any third party or to any country outside the European Economic Area (EEA).

• Data Retention

In case you do not enter into an employment relationship with EVERYPAY, your personal data will be deleted permanently from our records, unless you have provided your consent to retain your CV for future opportunities. In that case, your data will be securely stored for up to two (2) years from the date of our last contact. EVERYPAY ensures that only authorized personnel have access to this data and that appropriate technical and organizational measures are in place to safeguard confidentiality and integrity.

• Your Rights

You have the right to:

• Withdraw your consent at any time (without affecting the lawfulness of processing carried out before withdrawal)
• Request access to your personal data
• Request rectification or erasure of your data
• Restrict or object to the processing of your data
• Request data portability
• Lodge a complaint with the Hellenic Data Protection Authority (www.dpa.gr)

To exercise these rights, you can contact us here: [email protected] or at the address: Averof 34A, 14232, Nea Ionia, Athens for the attention of: Data Protection Officer.

CONSENT FOR THE PROCESSING OF PERSONAL DATABy submitting your CV, you explicitly consent to the collection and processing of your personal data as described [above]. You may revoke this consent at any time, by contacting us at: [email protected].