B2B Client Care Specialist

Join Wirex as aBaaS Support Specialist supporting our B2B partners by investigating payment card account and transaction issues while working closely with internal teams to deliver exceptional service.

OverallRolePurpose

AsaBaaSSupportSpecialistyouwontbetalkingtoendusersdirectly-youllbetheexpertbehindthescenes. Yourpartnershavetheirownsupportteamsandwhenthoseteamshitawallonausercasetheycometoyou. Yourjobistohelpthemgetunstuck:investigatingissuesprovidingguidanceandescalatinginternallywhereneeded.

TypeofCooperation:B2B Contract.
Location:Fullyremote(EUpreferrednosanctionedcountries).
WorkingHours&Schedule:5/2 rotating shift schedule(Tuesday - Saturday or Sunday- Thursday).
Working hours fall between10:00 AM and7:00 PM with shifts assigned by the team roster. Weekend work (Saturday and Sunday) is part of the regular schedule with2days off provided during the week.

KeyResponsibilities

• Acting as the primary escalation point for partners support teams when they cannot resolve their end-users cases independently.

• Investigating user-level issues on behalf of partners: transaction problems card or account issues failed payments limits verification statuses and more.

• Providingpartnerssupport agents with clearaccurateguidance so they can relay solutions back to their users.

• Coordinating with Wirex internal teams (operations compliance) to resolve complex or blocked cases.

• Identifying and escalating bugs or platform issues surfaced through partner-reported cases.

• Maintaining response quality and turnaround within defined SLAtimeframes.

• Spotting recurring issue patterns and flagging them for process or product improvements.

• Building strong working relationships with partner support teams through clear professional communication.

• Meeting individual and team KPIs.
  

Experience & Skills Required

• Experience in B2B support escalation handling or a similar second-line support role.

• Strong investigative and problem-solving skillsyoull oftenbe working with incomplete information.

• Basicunderstanding of card payment processing and cryptocurrency concepts.

• Understanding of common payment operations and terminology including refunds and chargebacks.

• Familiarity with customer support and collaboration tools such as Freshdesk Zendesk Jira and Confluence.

• Well-organized and able to manage multiple open cases simultaneously.

• Comfortable working in a fast-moving environment with evolving processes.

• Advanced English (written and spoken).

Benefit

• Premium tariffs for our product.

• Flexible working hours and remote working.

• Home office allowance.

• Comprehensive medical insurance after the probation period.

• Generous vacation policy: 20 business days.

• Paid sick leave Birthday and Anniversary leave.

• Length of Service Holidays.

• Engaging inonline events for learning and enjoyment.

• Coworking with all facilities and parking compensation inWrocław/Kyiv.

NOTE:Benefits may vary from region to region and will depend upon the location you are hiredin.

About Us

At Wirexwereredefining how the world uses digital money. From launching the first crypto-enabled debit card to giving everyday users access to digital currencies and rewardsweremaking finance more accessible.

With more than 6 million users across 130 countries Wirex is building a future where digital currency works for everyone.

Required Experience:

Manager