Customer Support Specialist

Sobre a oportunidade

Your mission as a Spanish Specialist is to act as a customer support expert who delivers with accuracy and ownership.

Local

São Paulo - SP

Responsabilidades

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.

Benefícios

RSU's in a rapidly growing company

Flexible working model

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