Wirex

Customer Care Specialist

As a leading fintech company at the forefront of blockchain technology, offering innovative solutions for digital currency transactions, our customer experience is pivotal to our ongoing success. We are seeking a customer-centric individual to join our highly skilled Customer Care Team.

We're Wirex, and we're not like anyone else. Because we always do things our way, before anyone else does them, like creating the first ever debit card that lets you pay with crypto, making it easier for ordinary people to access DeFi-powered savings, and setting up the world's first cryptocurrency rewards scheme.

Our vision is a world in which everyone can enjoy the benefits of digital currency – everything from the power to send money around the world near-instantly without breaking the bank to buying, storing, and exchanging 40+ top tokens on a secure, easy-to-use platform at some of the best rates in the industry.

We must be doing something right, because more than 6 million people across 130 countries are helping to change the world by using Wirex.

Overall Role Purpose

As a Customer Care Specialist, your ultimate role is to champion customer satisfaction by providing exceptional support and experience, contributing to the development of our multi-language knowledge base and community, and actively shaping the improvement of our products through customer feedback.

Type of Cooperation: B2B Contract.

Location: Fully remote (EU preferred, no sanctioned countries).

Work schedule: The role includes morning and evening shifts distributed across 5 days per week, not limited to Monday through Friday.

As a team member you'll be involved in:

• Identify and assess customers' needs to achieve satisfaction.
• Answer clients' questions promptly and effectively, guiding them through issue resolution with a focus on delivering outstanding customer experiences.
• Provide accurate, valid and complete information by using the right methods/tools available to you.
• Actively participate in building Wirex's multi-language knowledge base and community, contributing to the enhancement of support resources and collaboration among users.
• Be prepared to collect valuable feedback from customers, translating their insights into actionable suggestions for product improvement.
• Build sustainable relationships and trust with customers through open and interactive communication.
• Identify and escalate customer-reported bugs or issues.
• Proactively communicate with customers to gather feedback, identify improvement opportunities, and convey updates on issue resolutions.
• Providing high-quality support within defined SLA timeframes.
• Meet personal/customer care team targets and Key Performance Indicators (KPI's).
• Follow communication procedures, guidelines, and policies.
• Take the extra mile to engage customers.

Skills required:

• Customer support experience with expertise in multi-chat handling.
• Advanced English (spoken and written).
• Fast learner, able to handle complex information.
• Flexible, adaptable, and comfortable in a changing environment.
• Strong communication, interpersonal, and problem-solving skills.
• Well-organized, detail-oriented, and able to multitask and work under pressure.
• Customer-focused mindset.

Nice to have:

• Experience with Zendesk/Freshdesk and Atlassian tools.
• Interest in blockchain technologies and the crypto ecosystem.

Benefit:

• Premium tariffs for our product.
• Semi-remote work with flexible hours.
• Home office allowance.
• Virtual share options scheme after the probation period.
• 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.