Complaints Manager

**Simplify payments to improve everyone’s life**
More than an app, Satispay is a great group of creative, innovative, curious, enthusiastic people united by a bold mission: to build the future of payments in Europe

We created a mobile payment network to revolutionize how people think about money, by creating a direct connection between consumers and merchants. We do it smart every day while being responsible for the impact of our choices. We believe in creating value for our network through constant collaboration and hard work.

**Join us as a Complaints Manager**

**What you will be doing**
Joining Satispay means being a leader of change and innovation.The role is based within our office in Luxembourg, where - along with all the key people - as an active member of Satispay, you will take part in the FinCrime Team and you will support the Satispay Group (Italy, Luxembourg, France, and soon other countries) in activities such as:

- Handling incoming formal complaints within the regulatory deadline, ensuring to deliver the best quality service to our customers
- Identifying and analyzing (recurring) issues and ensuring they are addressed properly to avoid them happening again
- Maintaining a central archive of all complaints and related data, ensuring everything is recorded accurately
- Reporting and communicating to national authorities (e.g. CSSF) as well as internal management
- Being the point of contact for our Customer Care Rep. when dealing with complex queries and potential complaints
- Actively contributing to a culture where transparency and fair treatment of customers is a priority

**What we need**
We’re looking to attract talented professionals who share our passion for Satispay’s opportunity, the belief that people experience builds healthy enduring companies and positively impacts people’s lives. If you're looking for a career opportunity where you challenge yourself, learn and professionally grow, Satispay is the right place for you
You have:

- 3+ year of Customer Support/Complaints handling experience, ideally in a startup in the fintech or e-commerce sector
- Knowledge of the regulatory environment for complaint handling, including relevant Guidelines, Circulars and financial services legislation and regulations
- Excellent writing skills
- Fluent knowledge of Italian and English - both written and spoken

You are:

- Strategic Thinker: you know when and how to best utilize means of redress
- Highly organized and able to work both in team and independently
- An excellent communicator and relationship builder
- Problem solver: you analyze the resources to resolve a complex case in the most efficient way
- Enthusiastic about taking on new challenges and to work under pressure in a fast-paced international environment
- Results-oriented, easy-going, entrepreneurial and passionate about your work

Knowledge of French or other European languages is considered a plus.

**Logistic & Salary**
The role is based in Luxembourg with a hybrid work policy.

We offer a competitive salary, commensurate with experience.
Stock option plan available.

**The selection process**
Once we receive your CV, we will take time to evaluate it carefully.
Should there be a match for this or any other position at the Company, we will be in touch with you.

Our selection process may vary in the number and order of steps but generally includes: HR interview, technical evaluation and final meeting in person. We aim to have the entire process completed in under 4 weeks.

Satispay is an equal opportunity employer, we do not discriminate on the basis of race, color, religion, sexual orientation, gender identity or national origin.

We promote the inclusion and work integration of people belonging to protected categories - as regulated by Law 68/99.
- This job opportunity is addressed to both sexes, in accordance with Laws 903/77_.

LI-DNI