B2B Client Care Specialist
Wirex offers borderless payment solutions, enabling crypto and fiat transactions.
Maintainer signals as of 8/14/2026
Funding history
Investors
About Wirex
Wirex integrates digital currencies with traditional finance, allowing users to manage cryptocurrencies alongside fiat. The app offers features like multi-currency accounts, crypto rewards, and a globally accepted debit card.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You support B2B partners by investigating payment, card, account, transaction, verification, and limit issues. You provide clear guidance to partner support teams, coordinate with internal operations and compliance teams, escalate bugs, maintain response quality within SLA timeframes, identify recurring problems, and meet individual and team KPIs.
Requirements
- Experience in B2B support, escalation handling, or a similar second-line support role
- Strong investigative skills
- Problem-solving skills
- Basic understanding of card payment processing
- Basic understanding of cryptocurrency concepts
- Understanding of payment operations and terminology
- Understanding of refunds and chargebacks
- Familiarity with Freshdesk, Zendesk, Jira, and Confluence
- Ability to manage multiple open cases simultaneously
- Advanced English
Responsibilities
- Act as the primary escalation point for partners' support teams
- Investigate transaction, card, account, payment, limit, and verification issues
- Provide clear and accurate guidance to partners' support agents
- Coordinate with operations and compliance teams to resolve complex cases
- Identify and escalate bugs and platform issues
- Maintain response quality and turnaround within SLA timeframes
- Identify recurring issue patterns and flag process or product improvements
- Build professional relationships with partner support teams
- Meet individual and team KPIs
Benefits
- Premium product tariffs
- Flexible working hours
- Remote work
- Home office allowance
- Comprehensive medical insurance after the probation period
- 20 business days of vacation
- Paid sick leave
- Birthday leave
- Anniversary leave
- Length of Service Holidays
- Online learning and entertainment events
- Coworking facilities and parking compensation in Wrocław and Kyiv