B2B Client Care Specialist

This is a fully remote position, open to applicants in Poland.

📋 Description

• Serve as the main escalation contact for partners' support teams when they are unable to independently resolve end-user issues.

• Examine user-level transactions, card, account, payment, limit, and verification challenges on behalf of partners.

• Provide partners' support representatives with precise and clear guidance.

• Collaborate with internal operations and compliance teams to address complex or stalled cases.

• Recognize and escalate bugs or platform-related issues.

• Ensure response quality and turnaround times remain within established SLA parameters.

• Detect recurring issue trends and propose process or product enhancements.

• Cultivate professional relationships with partner support teams through effective communication.

• Achieve individual and team KPIs.

⛳️ Requirements

• Background in B2B support, escalation management, or a comparable second-line support position.

• Excellent investigative and problem-solving capabilities.

• Fundamental knowledge of card payment processing and cryptocurrency concepts.

• Familiarity with payment operations and terminology, including refunds and chargebacks.

• Experience with platforms like Freshdesk, Zendesk, Jira, and Confluence.

• Capacity to juggle multiple open cases at once.

• Comfortable in a dynamic environment with changing processes.

• Proficient in English, both written and spoken.

• Willingness to work a 5/2 rotating shift schedule: Tuesday–Saturday or Sunday–Thursday.

• Availability for work hours from 10:00 AM to 7:00 PM.

• Openness to regular weekend shifts with two weekdays off.

🏝️ Benefits

• Premium tariffs for our product.

• Flexible working hours and the option for remote work.

• Home office allowance.

• Comprehensive medical insurance following the probation period.

• Generous vacation policy: 20 business days.

• Paid sick leave.

• Special leave for birthdays and anniversaries.

• Length of Service Holidays.

• Online events for both learning and enjoyment.

• Access to coworking spaces with all necessary facilities and parking compensation in Wrocław / Kyiv.