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 as a 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 limit ed 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 .