B2B Client Care Specialist

Role Summary

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 the Company

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.