Customer Support Specialist

As a Customer Support Specialist at Wise, you will be helping to create a new network for the world's money. You will be a customer support expert who delivers with accuracy and ownership, resolving complex issues for all customers while adapting seamlessly to evolving processes and expectations.

Responsibilities:

• Meet service goals in all KPIs, such as case resolution, productivity, and quality measures across all channels (e.g., phone, chat, emails).
• 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 of resolving 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.

Knowledge & Skills:

• Possess advanced knowledge of all Wise products and processes, including segment specializations for Consumer and Business.
• Demonstrate strong grammar, spelling, and typing speed.
• Maintain a holistic view of the customer journey.
• Align support provided to customers with the Wise mission.
• Gain and build knowledge and contribute to team discussions, sharing ideas and information.

Process, Compliance & Improvement:

• Follow set guidelines while handling data security procedures across all channels.
• Keep records of customer interactions according to company standards by following standardized case handling processes.
• Identify opportunities to improve processes and escalate appropriately.
• Comply with company values and Code of Conduct.

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.
• Be accountable for your 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 a foundation for advancement into Senior Specialist or Team Lead roles.