B2B Client Care Specialist

Wirex

11d•Remote

About The Position

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. 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.

Requirements

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).

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.