BaaS Support Specialist — B2B Escalations & Solutions

Wirex; Wrocław; On-site; PLN 195,000 - 282,000; Full time

Benefits offered by this job

Premium tariffs for our product

Flexible working hours and remote

Home office allowance

Medical insurance after probation

20 business days vacation

Paid sick leave, Birthday, and Anniv.

Length of Service Holidays

Online learning events

Parking compensation in Wrocław/Kyiv

Job summary

Wirex is seeking a BaaS Support Specialist to assist our B2B partners by investigating payment, card, account, and transaction issues while coordinating with internal teams. This role is fully remote across the EU, with a rotating 5/2 schedule and responsibilities including escalation, issue investigation, and guiding partner agents.

You'll need strong English, experience in B2B support, and familiarity with payment operations; you will help maintain high SLA performance and foster partner

Qualifications

• Experience in B2B support and escalation handling, resolving partner issues.
• Strong investigative and problem‑solving skills with incomplete information.
• Basic understanding of card payments and cryptocurrency concepts.
• Familiarity with payment operations like refunds and chargebacks.
• Proficiency with Freshdesk, Zendesk, Jira, and Confluence.
• Excellent English, written and spoken.

Responsibilities

• Act as primary escalation point for partners' support teams.
• Investigate user-level issues on behalf of partners.
• Provide clear guidance to partners' agents.
• Coordinate with internal teams (operations, compliance) to resolve cases.
• Identify bugs or platform issues from partner reports.
• Maintain response quality within SLA timeframes.
• Spot recurring issues and suggest improvements.
• Maintain professional relationships with partner teams.
• Meet individual and team KPIs.

Skills

B2B support

Escalation handling

Investigative skills

Problem-solving

Advanced English

Tools

Freshdesk

Zendesk

Jira

Confluence

Job description

Wirex is seeking a BaaS Support Specialist to assist our B2B partners by investigating payment, card, account, and transaction issues while coordinating with internal teams. This role is fully remote across the EU, with a rotating 5/2 schedule and responsibilities including escalation, issue investigation, and guiding partner agents.

You'll need strong English, experience in B2B support, and familiarity with payment operations; you will help maintain high SLA performance and foster partner