B2B Client Care Specialist

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.
Key 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