Support & Onboarding Coordinator
Reports to: EMEA Support & Onboarding Lead
Location: Hybrid – Dublin
Job Type: Full Time
At EML Payments, we're shaping the future of payments technology by creating exceptional, instant, and secure payment solutions that keep the world's money in motion. As a global leader in the industry, we pride ourselves on developing innovative alternatives to traditional banking with prepaid Visa, MasterCard, and EFTPOS solutions that are transforming businesses worldwide.
We're looking for a
Support & Onboarding Coordinator
to join our team and deliver exceptional service to our clients across Europe. In this role, you'll take ownership of day-to-day customer support activities, including managing service tickets and coordinating with internal teams to resolve issues efficiently. You'll play a key part in ensuring a seamless client journey; from initial program setup through delivery and go-live, while working closely with our internal departments such as Customer Success, Software Development, Site Reliability, Product Management, and Project Management.
To succeed in this role, you'll bring excellent communication skills, strong problem-solving capabilities, and a deep understanding of support and onboarding processes, including payment system configurations and validations. Experience with application and API support, as well as testing, is essential, as you'll help maintain smooth technical operations and drive client success.
Key Responsibilities
* Customer Service Excellence:
Deliver outstanding day-to-day support, managing approximately 80% of interactions via the online ServiceDesk (Jira) and 20% through phone engagement.
* Customer Success:
Working closely with our Customer Success Team to ensure our trusted customers' issues and service requests are addressed in a timely fashion.
* Incident and Problem Management:
Diagnose and resolve client issues promptly, ensuring efficient and effective solutions to maintain service quality.
* Cross-Functional Collaboration:
Partner with internal teams to provide seamless support and foster strong working relationships across departments.
* Knowledge Management:
Maintain accurate documentation of troubleshooting steps, resolutions, and best practices in Confluence to support continuous improvement and team knowledge sharing.
* Process Improvement:
Proactively identify opportunities to enhance workflows and streamline processes for improved customer experience.
What You'll Bring
Client Services Skills
* Ability to engage confidently with a diverse range of clients across the EMEA region.
* Effective relationship-building skills and a customer-first mindset.
* Proven capability to manage multiple client interactions while maintaining professionalism and responsiveness.
Technical Skills
* Intermediate skills in Microsoft Office 365 applications including Word, Excel, and PowerPoint.
* Familiarity with service management and ticketing platforms such as Jira.
* Experience in querying relational databases using tools such Microsoft SQL Server.
* Hands-on experience troubleshooting APIs with tools like Postman.
Domain Knowledge
* Understanding of financial services and experience working with business-critical systems in banking, payments, or investment operations (highly regarded).
* Exposure to regulated environments, with a strong appreciation for compliance and security standards.
Analytical & Problem-Solving Skills
* Ability to diagnose issues, identify root causes, and implement effective solutions.
* A proactive approach to challenges and continuous improvement.
Communication & Collaboration
* Excellent verbal and written communication skills, with the ability to engage stakeholders at all levels.
* Proficiency in English to collaborate effectively with remote teams and clients across multiple time zone.
Data management experience
including reporting, data analysis, and compiling customer statistics (preferred but not mandatory).
A positive, can-do attitude
and eagerness to learn, and a commitment to expanding your technical and professional skill set.
W
e're Looking For
* A Bachelor's or Master's degree in Information Technology, Finance, or a related discipline(s).
* Previous experience in an onboarding, support, or customer services role.
What you will be offered
If you love what you do, you should love where you do it. We appreciate that everyone's different and has their own preferences of where and how to work. We genuinely believe in the power of regular face-to-face interactions in building close connections with our teams, but we also strongly believe people can work effectively remotely. This means that combining both is the key to success.
* 25 days annual leave plus 2 days for volunteering, plus your birthday off - Plus an additional Take5 days should you use all of your 25 days
* Global business landscape that connects you with colleagues working throughout Australia, UK, North America and Europe with both short-term and long-term secondment options.
* Hybrid working - Be empowered to work smarter, in a way that suits your lifestyle
* Company Enhanced Family Leave Options*
* 12 weeks paid New Parent Leave*
* Paid Professional Memberships
* Pension Scheme*
* Short term bonus scheme*
* Company Private Medical Insurance Scheme
* Long term illness cover – 75% of your basic Annual Salary
* Life Assurance (Death in Service) Cover – 4x your basic Annual Salary
* Employee Assistance Programme – accessible 24/7
* BenefitsHub – get discount vouchers for your favourite retailers
(*some benefits are subject to qualifying criteria)
Company Culture and Values
Our place is one of collaboration, teamwork & innovation. But, above all, it's one that embraces difference. And rather than have you blend in, we want to help you unleash your full potential.
Company Structure
EML is an ASX listed company head quartered in Brisbane, Australia, with approximately 480 employees throughout Australia, Europe, the UK, and America.
EEO Statement
Integrated into our Core Values is EML's commitment to diversity and inclusion. EML is committed to being a globally inclusive company where all people are treated fairly, recognised for their individuality, promoted based on performance and encouraged to strive to reach their full potential.
We believe in understanding and respecting differences. This concept encompasses but is not limited to human differences with regard to race, ethnicity, religion, gender, culture, and physical ability. Every individual at EML has an ongoing responsibility to respect and support a globally diverse environment.