Company Description
Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.
As part of our team, you will be helping us create an entirely new network for the world's money.
For everyone, everywhere.
More about our mission and Wise is a global technology company, building the best way to move and manage the world’s money.
Min fees. Max ease. Full speed..
Job Description
As a Customer Support Associate at Wise you are the first point of contact for our Customers. You are a skilled problem solver and customer advocate. You handle complex issues with ownership and empathy across phone, chat, and email - delivering outstanding customer experiences while adapting to change, navigating ambiguity, and upholding Wise’s mission of money without borders.
Key responsibilities
- Provide high-quality support via phone, chat, and email with a focus on end-to-end case resolution.
- Resolve Customer contacts and queries with sound judgment, empathy, and minimal escalation.
- Meet performance targets across KPIs such as resolution rate, quality and handling time.
- Demonstrate advanced product and process knowledge for the assigned region or queue.
- Communicate clearly and professionally, adjusting tone and style based on customer context.
- Maintain accurate records using standardized case-handling processes.
- Follow security and data privacy procedures across all channels.
- Proactively contribute to knowledge sharing, team discussions, and continuous improvement.
- Take responsibility for your own learning and development through performance feedback, Wise’s Career Map and coaching from Team Leads.
- Embody and uphold Wise’s values in daily interactions.
Qualifications
Professional Experience (Strongly Preferred):
- 1 year minimum Customer-facing experience, preferably in fintech, banking, telecom, or global contact centers.
Communication proficiency:
- Fluency in English and the supported language for the role (where relevant).
- Proficient in both written and verbal communication in English and Spanish.
Work Schedule and Flexibility:
- Flexibility in working hours and shifts. This can include morning, evening, weekend, and public holiday shifts when applicable.
- Working hours will be fixed at the start of the month, but activities during the shift can be flexible.
Work Environment:
- Follow working from home guidelines where applicable.
- Must be legally authorized to work in the assigned location.
Ways of working:
- Agents may be required to attend team calls and other internal activities, including but not limited to video interactions with other offices.
- Open to feedback and coaching, with a clear desire for continuous improvement.
Skills and Attributes:
- Self-starter, able to work independently with knowledge resources, proactive, solution-oriented, and possess an ownership mindset.
- Comfortable using prompting for AI tools e.g. ChatGPT, Google Gemini, etc.
- Adaptability: Able to keep up with constant change, patient, and flexible.
- Great fit with our values and company culture.
Commitment to Diversity and Inclusion:
- Commitment to fostering an inclusive and diverse work environment (DEI).
Data Security and Compliance:
- Data Security Awareness: Understanding and following data security procedures is critical, especially as data privacy regulations evolve.
- Background Checks: Clean background checks when joining and clean re-checks.
