Client Engagement Specialist BaaS

Skills

About the Role

You guide partners through onboarding and launch, answer product and process questions, and support live partners through escalations. You resolve queries about cards, transfers, IBANs, FX, and stablecoin settlement, manage the support queue, coordinate with internal teams, document recurring questions, maintain the knowledge base, and improve partner-facing materials.

Requirements

• Understanding of card transaction flows
• Understanding of bank transfer mechanics
• Clear written communication
• Ability to manage several partners and cases simultaneously
• Strong organisational skills
• Composure under pressure
• Experience in fintech, payments, banking, or crypto
• Familiarity with card scheme processes
• Familiarity with SEPA, ACH, Faster Payments, or stablecoin settlement mechanics
• Ability to manage communications through Slack and Telegram
• Familiarity with Jira

Responsibilities

• Support partners through the pre-launch phase
• Answer product and process questions
• Guide partners through integration and onboarding
• Explain pre-launch compliance and platform configuration requirements
• Respond to live partner escalations
• Resolve partner queries about card transactions, bank transfers, IBANs, FX, and stablecoin settlement
• Manage and prioritize the support queue
• Escalate complex or time-critical cases
• Collaborate with Compliance, Risk, Product, and Engineering
• Share recurring pain points and partner feedback with Product
• Build and maintain the knowledge base
• Create internal documentation and partner-facing FAQs
• Identify gaps in documentation or product experience

Benefits

• Generous paid time off
• Public holidays
• Fully remote work
• Flexible hours
• Annual training and certification budget
• Direct exposure to a fast-growing business unit