B2B Client Care Specialist (Remote)

About the role

Wirex is looking for a B2B Client Care Specialist (BaaS Support Specialist) to support its B2B partners. Partners have their own support teams, and when they hit a wall on a user case they come to you. You investigate payment, card, account and transaction issues, give guidance and escalate internally where needed. The role is fully remote (EU preferred, no sanctioned countries), on a 5/2 rotating shift schedule (Tuesday-Saturday or Sunday-Thursday) between 10:00 AM and 7:00 PM, with weekend work and two days off per week.

Key responsibilities

• Act as the primary escalation point for partners' support teams when they cannot resolve end-user cases independently.
• Investigate user-level issues: transaction problems, card or account issues, failed payments, limits, verification statuses and more.
• Give partners' support agents clear, accurate guidance so they can relay solutions to their users.
• Coordinate with Wirex internal teams (operations, compliance) to resolve complex or blocked cases.
• Identify and escalate bugs or platform issues found in partner-reported cases.
• Maintain response quality and turnaround within defined SLA timeframes.
• Spot recurring issue patterns and flag them for process or product improvements.
• Build strong working relationships with partner support teams and meet individual and team KPIs.

Required profile

• Experience in B2B support, escalation handling or a similar second-line support role.
• Strong investigative and problem-solving skills, often with incomplete information.
• Well-organized and able to manage multiple open cases at once.
• Comfortable in a fast-moving environment with evolving processes.
• Advanced English, written and spoken.

Required skills

• Basic understanding of card payment processing and cryptocurrency concepts.
• Understanding of payment operations and terminology, including refunds and chargebacks.
• Familiarity with customer support and collaboration tools such as Freshdesk, Zendesk, Jira and Confluence.

What we offer

• Premium tariffs for the product.
• Flexible working hours and remote working.
• Home office allowance.
• Medical insurance after the probation period.
• 20 business days of vacation, paid sick leave, birthday and anniversary leave, and length-of-service holidays.
• Online events for learning and enjoyment.
• Coworking and parking compensation in Wrocław/Kyiv.