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 & Skills Required
- 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.
NOTE: Benefits may vary from region to region and will depend upon the location you are hired in.
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.
Requires B2B or second-line support experience, payment and cryptocurrency knowledge, investigative skills, familiarity with Freshdesk, Zendesk, Jira, and Confluence, and advanced written and spoken English.
Key Responsibilities
- investigating issues
- guiding partners
- escalating cases
Skills & Tools
Freshdesk, Zendesk, Jira, Confluence
Job Details
- Category: Customer Service
- Seniority: Mid Level
- Commitment: Full Time, Contract
- Workplace: Remote — Wrocław or Kyiv or Europe
- Languages: English
Benefits
- Generous paid time off
About Wirex
A digital finance company providing cryptocurrency payments, cards, and rewards. — Industry: Finance