B2B Client Care Specialist
name
पदको बारेमा
Join Wirex as a BaaS 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 As a BaaS Support Specialist, youwon'tbetalkingtoendusersdirectly -you'llbetheexpertbehindthescenes. Your partnershavetheirownsupportteams, andwhenthoseteamshit a wallon a usercase, theycometoyou.
Your jobistohelpthemgetunstuck: investigatingissues, providingguidance, andescalatinginternallywhereneeded. Type ofCooperation: B2B Contract. Location:Fullyremote (EU preferred, nosanctionedcountries).
Working Hours & Schedule:5/2 rotating shift schedule (Tuesday - Saturday or Sunday - Thursday). Working hours fall between 10:00 AM and 7:00 PM, with shifts assigned by the team roster. Weekend work (Saturday and Sunday) is part of the regular schedule, with 2 days off provided during the week.
Responsibilities
- 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
- Providing partners' support agents with clear, accurate guidance 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 SLA timeframes
- 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 skills—you'll often be working with incomplete information
- Basic understanding 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 in online events for learning and enjoyment
- Coworking with all facilities and parking compensation in Wrocław/Kyiv
- NOTE:
Benefits
- may vary from region to region and will depend upon the location you are hired in
- About Us At Wirex , we’re redefining how the world uses digital money
- From launching the first crypto-enabled debit card to giving everyday users access to digital currencies and rewards, we’re making finance more accessible
- With more than 6 million users across 130+ countries, Wirex is building a future where digital currency works for everyone
- Originally posted on Himalayas