Customer Support Representative

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 Support Team as a Customer Support Representative. 

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 Support Representative, 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: 5 days per week (Sunday–Thursday), 2 days off, full-time.
  

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 support 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 of paid leave + 12 paid floating holidays.  
— 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.