Support Services Person ll [Remote]

About Wirex & The BaaS Platform Wirex has been at the intersection of crypto and traditional finance since 2014. We've issued millions of cards, processed billions in transactions, and built one of the most regulated, stablecoin-friendly platforms in the industry. This isn't a startup finding its feet, it's a proven platform entering its most ambitious chapter yet.

Wirex BaaS is our Banking-as-a-Service platform, giving fintechs, neobanks, wallets, exchanges, and consumer brands the regulated infrastructure to launch their own financial products, and issuance, multi-currency accounts and IBANs, FX, on/off-ramps, and stablecoin settlement, all through a single API.

Dozens of partners are live or actively integrating, with more signing every week. That growth is precisely why this role exists. Partners need a smart, reliable point of contact and that's what you'll be.

The Role

As BaaS Client Engagement Specialist, you'll be the person partners come to when they have a question. That covers the full partner journey, helping a new client get ready for launch, then being a dependable point of contact once they're live and processing real volume.

The questions you'll handle are commercial and product ones, not engineering deep-dives: how a card transaction settles, why a transfer is still pending, what needs to be in place before go-live. Getting those answers right, and quickly, directly affects how fast partners launch and how long they stay. Responsiveness isn't a soft metric here; it's one of the primary things partners judge us on.

What You'll Do

Partner Onboarding & Launch Support

Support partners through the pre-launch phase, answering product and process questions so they're fully prepared to go live with confidence

Act as a knowledgeable, reassuring guide through the integration and onboarding process, reducing friction and time-to-launch

Help partners understand what needs to be in place before go-live, from compliance requirements to platform configuration

Live Partner Support

Respond to live escalations from partners already operating on the platform, taking ownership through to resolution

Handle day-to-day queries on card transactions, bank transfers, IBANs, FX, stablecoin settlement, and other platform features

Manage the support queue: tracking requests, prioritising sensibly, and escalating complex or time-critical cases to the right internal team

Stay calm and clear when live partners escalate, your tone and pace in those moments sets the standard for how Wirex BaaS is perceived

Cross-Functional Collaboration

Work closely with Compliance, Risk, Product, and Engineering to get partners accurate answers, not just quick ones

Feed recurring pain points and partner feedback back to Product so that onboarding materials, documentation, and platform UX keep improving

Knowledge & Documentation

Build and maintain the knowledge base, turning recurring questions into clear internal documentation and partner-facing FAQs

Spot patterns in partner queries that signal gaps in documentation or product experience, and act on them proactively

What You'll Need

Essential

A working understanding of card transaction flows and bank transfer mechanics - you don't need to be an engineer, but you should know roughly what happens between authorisation and settlement

Clear, confident written communication - most of this role is explaining things in writing to people who want a straight, accurate answer

Ability to manage several partners and cases simultaneously, prioritising what genuinely needs attention first

Strong organisational habits - you can carry a dozen open cases without dropping one, and you don't need to be chased

Composure under pressure - live partners escalate when something is affecting their users, and how you respond sets the tone for the relationship

Highly Valued

Experience in fintech, payments, banking, or crypto - particularly in support, operations, or account management

Familiarity with card scheme processes, SEPA, ACH, Faster Payments, or stablecoin settlement mechanics

Comfortable managing partner communications across Slack and Telegram - the primary channels for BaaS client engagement at Wirex; familiarity with Jira for internal tracking is a plus

What Sets You Apart

You care about getting the answer right, not just closing the conversation. When a partner asks why their transfer is pending, you don't forward the question, you find out, explain it clearly, and make sure they understand. Partners notice that difference, and it's what builds the kind of trust that keeps them on the platform.

You're someone who naturally documents as you go. When you answer the same question for the third time, your instinct is to write it up properly, so the fourth person gets a better experience. You see the knowledge base as part of your job, not an afterthought.

You want to understand how payments actually work, not just process requests about them. You're the type of person who reads about settlement mechanics or stablecoin infrastructure in your own time, and you can translate that knowledge into plain language when a partner needs it.

What We Offer

Competitive salary, reviewed annually

Generous paid time off, plus public holidays

Fully remote with flexible hours

Annual training and certification budget

Direct exposure to a fast-growing business unit and the partners building on it

Note: Benefits will depend on the region in which you are hired.