Customer Support Specialist

Your mission is to be the first point of contact for our customers, acting as a skilled problem solver and customer advocate. Because our Customer Support team forms a large part of the company’s public profile, all inquiries must be handled with the utmost competence, ownership, and empathy.

As a Customer Support Specialist, you will handle complex issues across phone, chat, and email, delivering outstanding experiences while navigating ambiguity and upholding Wise’s mission of money without borders. You will be responsible for end-to-end case resolution, ensuring our customers feel supported every step of the way.

Key Responsibilities:

1. Customer Interaction & Service Delivery 

• Meet service goals in all the KPIs eg. case resolution, productivity and quality measures across all channels (eg- phone, chat, emails, etc).

• Communicate clearly and professionally with customers across all channels, adapting tone and style based on customer and context while maintaining composure and professionalism.

• Take ownership for the resolution of contacts, using critical thinking skills to identify the appropriate responses. 

• Maintain a customer-focused mindset to resolve contacts, using active listening and empathy to understand the unique requirements of each case and tailoring responses to ensure resolution.

• Understand how to manage and diffuse escalating customer interactions.

• Manage appropriate escalations to other Servicing teams including KYC, Complaints and PayOps. 

2. Knowledge & Skills

• Possess advanced knowledge of all our products and processes, including segment specialization for Consumer or Business.

• Demonstrate strong grammar, spelling, and typing speed. 

• Maintain a holistic view of the customer journey.

• Aligning support provided to customers with the Wise mission.

• Gain and build knowledge and contribute to the team discussions - sharing ideas and information

3. Process, Compliance & Improvement

• Follow the set guidelines while handling data security procedures across all channels.

• Keep records of customer interactions according to company standards by following the standardised case handling processes. 

• Identify opportunities to improve processes and escalate appropriately. 

• Comply with the company values and Code of Conduct.

4. Team Collaboration & Professional Development 

• Communicate clearly and professionally with fellow Wisers. 

• Have a feedback mentality, being able to give and receive feedback in a constructive manner. 

• Provide peer-to-peer support to help colleagues resolve cases where appropriate. 

• Accountable for their own development with the support of Wise’s professional development infrastructure in line with the Career Map.

• Identify the appropriate routes to escalate and share feedback within and across teams. 

• Build foundation for advancement into Senior Specialist or Team Lead roles.

Experience: 

• Has a minimum 2 (two) year customer support experience in a contact centre and a desire to continue to grow their career with Customer Support. 
• Experience working across multiple channels (phone, chat, email)

Adherence: Proven track record of meeting quality standards in a contact centre role.

Language: Fluent in English is a must

Communications: Strong communications skills and empathy, with the ability to manage difficult conversations with customers.

Technical requirements: Typing speed: 45 words per minute

Flexibility: 

• Flexibility in working hours/shifts (day, night, weekend, public holidays shifts). Specialists may be required to attend  team calls, including video interaction with other offices
• Able to understand the direct contribution of consistent presence and schedule adherence to holistic business needs.

Mindset: 

• Self starter, able to work independently with knowledge resources, proactive, solution oriented, ownership mindset. 
• Great fit to our values and company culture. 
• Able to keep up with constant change, patient, and flexible. 
• Willingness to use emerging technology where appropriate

Feedback: Open to feedback and coaching, with a clear desire for continuous improvement.

Security: Understanding and following data security procedures is critical, especially as data privacy regulations evolve.

Inclusivity: Commitment to fostering an inclusive and diverse work environment

Compliance:

• Must be legally authorized to work in the assigned location. 
• Required to complete successful background screening.

• *Please note, only resumes provided in English will be considered*

• Schedule: This is a hybrid position open exclusively to candidates who reside in the Greater São Paulo area.

• The training period will occur 100% on site from 9:00 AM to 6:00 PM. After the initial three-month period, the position will transition to a hybrid work schedule.

• The position requires flexibility, as the work schedule may include weekends and holidays. Candidates must be comfortable working from 09 AM to 5:12 PM and 1:48 AM to 10 PM

• Our Benefits:
  🚀 RSU’s in a rapidly growing company
  💻 Flexible working model 
  💪 An annual self-development budget
  🩺 Health and dental allowance for you and your dependents
  💝 Company-paid: Life Insurance, and an EAP program
  ☀️ Paid time off: 30 days vacation + 3 “Me” days + 1 volunteer day, annually
  🏝️ A paid 6-week sabbatical leave after four years
  👶🏼 8-weeks of paid parental leave, after a year with us and child care assistance
  🚌 Transportation vouchers
  🍕 Food (730 BRL per month) and meal (1,188 BRL per month) vouchers
  🏋️ TotalPass access to 3,500 gyms and studios throughout Brazil

For everyone, everywhere. We're people building money without borders  — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.

We're proud to have a truly international team, and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.

If you want to find out more about what it's like to work at Wise visit Wise.Jobs.

Keep up to date with life at Wise by following us on LinkedIn and Instagram.