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

Resolve complex issues for all customers while adapting seamlessly to evolving processes and expectations.

Maintain a holistic view of the customer journey to ensure customers feel supported and align the support provided directly with the Wise mission.

Navigate multiple channels with a customer-focused mindset.

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.

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

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

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

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.

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.

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.

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

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