Customer Support Representative
WirexAs 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.