Description
We’re looking for a Customer Support Specialist to join our team in Budapest. This role is a unique opportunity to apply your subject matter expertise to have a direct impact on Wise’s mission, ensuring a seamless experience for our customers globally.
Your mission: Act as a subject matter authority, navigating cross-functional complexities to deliver expert-level resolutions and world-class support across email, phone, and chat to ensure every interaction reflects our commitment to "money without borders."
Here’s how you’ll be contributing to the Customer Support team:
- Expert problem solving: Take full ownership of complex customer cases, using critical thinking to identify the best resolutions and delivering with high accuracy.
- Navigating complex interactions: Handle high-stakes customer conversations with professional and empathetic communication, especially during challenging moments.
- Cross-Team collaboration: Manage appropriate escalations to specialized teams, including KYC, Complaints, and Payment Operations, to ensure holistic case resolution.
- Peer support: Act as a point of contact for your colleagues, providing peer-to-peer support and sharing your knowledge to help the wider team grow.
- Process improvement: Identify and share feedback on processes and product health, contributing to the continuous improvement of the customer journey.
- Flexibility: Cover a variety of shifts to be there when our customers,and the business,need you most.
QUALIFICATIONS:
- Proven experience: At least one year of experience in customer support. Experience in fintech or a high-volume setting is preferred, but not essential.
- Multi-Channel experience: Proven track record of supporting customers through phone, chat, and email.
- Technical proficiency: Strong typing skills (minimum 45 Words Per Minute) and excellent grammar/spelling.
- Advanced communication: Excellent verbal and written English skills (C1 level).
- Ownership mindset: Self-starter who can work independently, navigate ambiguity, and make sound judgments with minimal supervision.
- Cool under pressure: Excel at taking charge in challenging situations and have the skills to calm and resolve difficult customer interactions.
- Location: Legally authorized to work in Hungary.
- Values: Team player who lets our values guide your decisions and you’re ready to work full-time (40h/week).
- Office First Policy: Expected to work from the office at least 3 days per week.
ADDITIONAL INFORMATION:
- Hiring Process: Application review (CV), Maki Assessment (Online Skills assessment), Interview with the team
- Salary range for this role: 690.000 HUF gross monthly
What’s in it for you:
- RSUs in a rapidly growing company
- Flexible working model
- Annual self-development budget
- Paid 6-week sabbatical leave after four years
- Paid time off: 28 days vacation + 3 “Me” days + 1 volunteer day, annually