Senior Customer Care Specialist (Fintech/Crypto)

Customer Care Specialist

Company

Wirex

Conditions

14 hours agoSenior Europe (preferred) Remote Contract Customer Support Jobs by Wirex

Skills

Knowledge Base Atlassian Chat Feedback Customer Support Multitasking Problem Solving Sla Kpi English Communication Zendesk Escalation Freshdesk Bug Escalation

About the Role

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

• 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

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