B2B Client Care Specialist

Join Wirex as a B2B Client Care Specialist and become a key expert supporting our partners behind the scenes. You will play a vital role in ensuring our BaaS ecosystem runs smoothly by assisting partner support teams with complex technical and operational inquiries.

Key responsibilities

• Act as the primary escalation point for partner support teams to resolve complex end-user cases.
• Investigate transaction, card, and account-related issues to provide clear guidance to partners.
• Coordinate with internal operations and compliance teams to resolve blocked cases and platform bugs.
• Identify recurring issue patterns to suggest process improvements and product enhancements.
• Maintain high service quality and meet defined SLA turnaround times.

Requirements

• Proven experience in B2B support, escalation handling, or a second-line support role.
• Strong investigative skills with the ability to solve problems using incomplete information.
• Basic understanding of card payment processing, cryptocurrency concepts, and payment terminology.
• Proficiency with customer support tools such as Zendesk, Freshdesk, Jira, or Confluence.
• Advanced English language skills, both written and spoken.

What we offer

• Fully remote work environment with flexible scheduling.
• Comprehensive medical insurance coverage after the probation period.
• Generous vacation policy including 20 business days of leave.
• Additional paid leave for birthdays, anniversaries, and sick days.
• Access to premium product tariffs and home office support.