Customer Support Specialist

Company Description

Wise is a global technology company, building the best way to move and manage the world's money.

Min fees. Max ease. Full speed.

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 what we offer.

Job Description

As a Customer Support Specialist 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

Experience: Has a minimum one 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 and proficient in English. Other languages is a plus.

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

Flexibility: Flexibility in working hours/shifts (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

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

Compliance: Must be legally authorized to work in the assigned location.

Required to complete successful background screening.

Additional information

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.