B2B Client Care Specialist [Remote]

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.

Overall Role Purpose

As a BaaS Support Specialist, you won't be talking to end users directly -you'll be the expert behind the scenes. Your partners have their own support teams, and when those teams hit a wall on a user case, they come to you. Your job is to help them get unstuck: investigating issues, providing guidance, and escalating internally where needed.

Type of Cooperation: B2B Contract. Location: Fully remote (EU preferred, no sanctioned countries). 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 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.

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.