Customer Support Specialist

Your mission as a Specialist is to act as a customer support expert who delivers with accuracy and ownership. You will resolve complex issues for all customers while adapting seamlessly to evolving processes and expectations. By maintaining a holistic view of the customer journey, you will ensure our customers feel supported and align the support provided directly with the Wise mission.

As a key player in our support ecosystem, you will navigate multiple channels with a customer-focused mindset. You will use active listening, empathy, and critical thinking to understand the unique requirements of each case, tailoring your responses to ensure resolution and maintaining composure during every interaction.

Key Responsibilities

Operational Excellence & Support

High-Quality Support: Take ownership of contact resolution using critical thinking to identify appropriate responses, and understand how to manage and diffuse escalating customer interactions.

Performance Excellence: Meet service goals across all KPIs—including case resolution, productivity, and quality measures—across all channels (phone, chat, email, etc.).

Clear Communication: Communicate clearly and professionally with customers, adapting your tone and style based on the customer and context while maintaining strong grammar and spelling.

Escalation Management: Manage appropriate escalations to other Servicing teams, including KYC, Complaints, and PayOps.

Security & Compliance: Follow set guidelines for data security procedures, keep accurate records of customer interactions according to standardized case handling processes, and comply with company values and our Code of Conduct.

Continuous Improvement & Collaboration

Knowledge Sharing: Possess advanced knowledge of all products and processes (including Consumer or Business segment specialization), gain and build knowledge, contribute to team discussions, and provide peer-to-peer support.

Ownership of Growth: Remain accountable for your own development using Wise’s professional development infrastructure and Career Map, building a strong foundation for advancement into Senior Specialist or Team Lead roles.

Feedback Mentality: Clearly and professionally communicate with fellow Wisers, give and receive feedback constructively, and identify appropriate routes to escalate and share feedback across teams.

Process Improvement: Identify opportunities to improve processes and escalate them appropriately to drive efficiency.

Experience & Background

Customer-Facing Experience: Minimum of 1 year of customer support experience in a contact centre, working across multiple channels (phone, chat, email), with a desire to continue growing your career in Customer Support.

Adherence & Quality: Proven track record of meeting quality standards in a contact centre role, with a strong understanding of how consistent presence and schedule adherence contribute to holistic business needs.

Language Skills: Fluent in English and in your supported language.

Availability: Flexibility in working hours and shifts (day, night, weekend, public holidays), including attending team calls and video interactions with other offices.

Compliance: Must be legally authorized to work in the assigned location and required to complete successful background screening.

Skills & Attributes

Self-Starter: Able to work independently with knowledge resources, proactive, solution-oriented, and driven by an ownership mindset.

Exceptional Communicator: Strong communication skills and empathy, with the ability to manage difficult conversations with customers.

Technical Proficiency: Typing speed of 45 words per minute and a willingness to use emerging technology where appropriate.

Adaptable: Able to keep up with constant change, patient, flexible, and a great fit for our values and company culture.

Growth Mindset: Open to feedback and coaching, demonstrating a clear desire for continuous improvement.

Security Conscious: Understand and strictly follow data security procedures, recognizing their critical importance as data privacy regulations evolve.

* DEI Commitment: Deeply committed to fostering an inclusive and diverse work environment.

The Interview Process:

• Application Review
• Short emailed assessment (Maki)
• 1-hour final interview with the Customer Support Team Lead

Please note, only resumes provided in English will be considered.

Our Benefits:

💰 Salary: R$6,680 gross per month (CLT)

🚀 RSU’s in a rapidly growing company.

💻 Flexible working model: Remote-first (following the 1-month mandatory onsite training in SP).

💪 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.

👶🏼 18-weeks of paid parental leave after a year with us, and child care assistance.

🚌 Transportation vouchers (provided for the onsite training period).

🍕 Food (708 BRL per month) and meal (1,166 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.

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