Customer Care Specialist

About Us

We’re Wirex, and we’re not like anyone else. Why? 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:

• Generous leave + Public Holidays.
• Paid Charity Day.
• Flexible working hours and remote working.
• Company-provided equipment.
• Annual training and development budget.
• Extensive opportunity to grow your career at an innovative FinTech

NOTE: Benefits vary by region.