B2B Client Care Specialist

Wirex

BaaS Support Specialist helping Wirex’s B2B partners resolve payment, card, account, and cryptocurrency cases. Investigating escalations and coordinating internal operations and compliance teams.

Posted 8/10/2026full-timeRemote • 🇵🇱 PolandMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in B2B support and escalation handling, with strong investigative and problem-solving skills. Proficient in payment operations, including card payment processing and cryptocurrency concepts, while maintaining high-quality communication and collaboration with partner support teams.

Highest-signal resume keywords

B2B Support ExperienceEscalation HandlingPayment Operations UnderstandingFreshdesk FamiliarityAdvanced English Proficiency

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Investigative SkillsProblem-Solving SkillsCard Payment ProcessingCryptocurrency ConceptsRefunds UnderstandingChargebacks UnderstandingCase Management

Soft Skills

Clear CommunicationRelationship BuildingAdaptability

Tools & Technologies

FreshdeskZendeskJiraConfluence

Industry Keywords

B2B SupportEscalation PointSLA ManagementKPI Achievement

About the role

Key responsibilities & impact

Act as the primary escalation point for partners' support teams when they cannot resolve end-user cases independently
Investigate user-level transaction, card, account, payment, limit, and verification issues on behalf of partners
Provide partners' support agents with clear and accurate guidance
Coordinate with internal operations and compliance teams to resolve complex or blocked cases
Identify and escalate bugs or platform issues
Maintain response quality and turnaround within defined SLA timeframes
Identify recurring issue patterns and flag process or product improvements
Build working relationships with partner support teams through clear, professional communication
Meet individual and team KPIs

Requirements

What you’ll need

Experience in B2B support, escalation handling, or a similar second-line support role
Strong investigative and problem-solving skills
Basic understanding of card payment processing and cryptocurrency concepts
Understanding of payment operations and terminology, including refunds and chargebacks
Familiarity with Freshdesk, Zendesk, Jira, and Confluence
Ability to manage multiple open cases simultaneously
Comfortable working in a fast-moving environment with evolving processes
Advanced English, written and spoken
Availability for a 5/2 rotating shift schedule: Tuesday–Saturday or Sunday–Thursday
Availability for working hours between 10:00 AM and 7:00 PM
Willingness to work regular weekend shifts with two weekdays off

Benefits

Comp & perks

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
Online events for learning and enjoyment
Coworking with all facilities and parking compensation in Wrocław / Kyiv