Wirex
Customer Care Specialist
Fully remote (EU preferred, no sanctioned countries)ContractorGlobal
📊 Mid🏠 Remote
RemoteRemote work position availableActivePosted within the last 30 days
Job Description
[AI-summarized by JobStash]
You will provide high-quality, timely support to customers across multiple channels, assess and resolve customer issues, and collect actionable feedback to improve products. You will contribute to and maintain a multi-language knowledge base, escalate bugs when needed, meet SLA targets and KPIs, and communicate proactively with customers while working scheduled shifts.
Requirements
- ●Customer support experience with expertise in multi-chat handling
- ●Advanced English (spoken and written)
- ●Fast learner able to handle complex information
- ●Flexible and adaptable 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
- ●Experience with Zendesk or Freshdesk (nice to have)
- ●Experience with Atlassian tools (nice to have)
- ●Interest in blockchain technologies and the crypto ecosystem (nice to have)
Responsibilities
- ●Identify and assess customers' needs to achieve satisfaction
- ●Answer clients' questions promptly and effectively and guide them through issue resolution
- ●Provide accurate, valid and complete information using available methods and tools
- ●Participate in building and maintaining a multi-language knowledge base and community
- ●Collect customer feedback and translate insights into actionable product suggestions
- ●Build sustainable relationships and trust with customers through open communication
- ●Identify and escalate customer-reported bugs or issues
- ●Proactively communicate with customers to gather feedback and convey updates on resolutions
- ●Provide high-quality support within defined SLA timeframes
- ●Meet personal and team targets and Key Performance Indicators (KPIs)
- ●Follow communication procedures, guidelines, and policies
- ●Take the extra mile to engage customers
Benefits & Perks
- ●Premium tariffs for 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 online events for learning and enjoyment
- ●Coworking with facilities and parking compensation in Wrocław/Kyiv
Tech Stack
Atlassianknowledge basechatFreshdeskfeedbackescalationSLAKPI