Client Engagement Specialist – BaaS

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

📋 Description

• Assist partners during the pre-launch stages by addressing product and process inquiries and preparing them for launch.

• Guide partners through the integration and onboarding processes, minimizing obstacles and expediting the launch timeline.

• Clarify compliance requirements and the necessary platform configurations prior to launch.

• Address live partner escalations and manage cases until resolution.

• Respond to inquiries regarding card transactions, bank transfers, IBANs, foreign exchange, stablecoin settlement, and other platform functionalities.

• Oversee the support queue by monitoring, prioritizing, and escalating cases as needed.

• Collaborate with Compliance, Risk, Product, and Engineering teams to provide precise answers.

• Relay recurring issues and partner feedback to the Product team.

• Develop and maintain internal knowledge base documentation and partner-facing FAQs.

• Identify and proactively address gaps in documentation and product experience.

⛳️ Requirements

• Solid understanding of card transaction processes and bank transfer mechanics.

• Strong, confident written communication skills.

• Capability to manage multiple partners and cases at once.

• Excellent organizational skills and the ability to independently handle open cases.

• Ability to remain calm under pressure.

• Experience in fintech, payments, banking, or cryptocurrency is highly regarded, especially in support, operations, or account management roles.

• Knowledge of card scheme processes, SEPA, ACH, Faster Payments, or stablecoin settlement mechanics is highly valued.

• Proficient in managing partner communications via Slack and Telegram.

• Familiarity with Jira is advantageous.

🏝️ Benefits

• Competitive salary, reviewed on an annual basis.

• Generous paid time off in addition to public holidays.

• Fully remote work with flexible hours.

• Annual budget for training and certification.

• Direct exposure to a rapidly growing business unit and the partners involved.

• Benefits will vary based on the region of employment.