CustomerSupportSpecialist

Wise is a global technology company, building the best way to move and manage the world’s money. Min fees. Max ease. Full speed. Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money. As part of our team, you will be helping us create an entirely new network for the world's money. For everyone, everywhere. More about [our mission](https://wise.jobs/our-mission) and [what we offer](https://wise.jobs/what-we-offer). Please note, only resumes provided in English will be considered. 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 esc