Description
As a Customer Support Specialist at Wise, you will be the first point of contact for customers, providing high-quality support via phone, chat, and email.
You will handle complex issues with ownership and empathy, delivering outstanding customer experiences while adapting to change and upholding Wise's mission of money without borders.
Key responsibilities:
- Provide end-to-end case resolution
- Resolve customer contacts and queries with sound judgment and minimal escalation
- Meet performance targets across KPIs such as resolution rate, quality, and handling time
- Demonstrate advanced product and process knowledge
- Communicate clearly and professionally
- Maintain accurate records
- Follow security and data privacy procedures
- Contribute to knowledge sharing and continuous improvement
- Take responsibility for your own learning and development
- Embody and uphold Wise's values
Qualifications:
- Graduate in any discipline
- 2 years of customer service experience
- Excellent spoken and written English
- Proficiency with computers, CRM or ticketing tools
- Willingness to work rotating shifts, weekends, and holidays
Preferred qualifications:
- Experience in fintech, banking, payments, or financial services support
- Exposure to KYC, AML, or fraud-related customer handling
- Track record of meeting KPIs
- Experience supporting international customers across time zones