Job Description
As a Business 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.
You will:
- 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: Customer-facing experience, preferably in fintech, banking, telecom, or global contact centers.
- Communication proficiency: Fluent in English and Portuguese. Strong English and Portuguese written and verbal communication skills.
- 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.
- 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.
- Commitment to Diversity and Inclusion:
- Commitment to fostering an inclusive and diverse work environment (DEI).
- Data Security and Compliance: Understanding and following data security procedures is critical, especially as data privacy regulations evolved
- Adaptability: Able to keep up with constant change, patient, and flexible.
- Great fit with our values and company culture.
