BaaS Support Specialist - Remote B2B Escalations

Visa Hunt; Poland; On-site; PLN 120,000 - 180,000; Full time

Benefits offered by this job

Fully remote (EU)

Home office allowance

Comprehensive medical insurance

Generous vacation policy: 20 business 

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 to deliver exceptional service.

You won't be talking to end users directly; you'll be the behind-the-scenes expert helping partner teams resolve cases, escalate where needed, and maintain high-quality support under SLA guidelines in a fully remote EU-friendly role.

Qualifications

• Experience in B2B support, escalation handling, or a similar second-line support role.
• Strong investigative and problem-solving skills with incomplete information.
• Basic understanding of card payments and cryptocurrency concepts.
• Familiarity with payment operations terminology (refunds, chargebacks).
• Experience with Freshdesk, Zendesk, Jira, and Confluence.

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.
• 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.

Skills

B2B support

Escalation handling

Investigative skills

English proficiency

Adaptability

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 to deliver exceptional service.

You won't be talking to end users directly; you'll be the behind-the-scenes expert helping partner teams resolve cases, escalate where needed, and maintain high-quality support under SLA guidelines in a fully remote EU-friendly role.