Wise
Financial Services
EnterpriseSupportSpecialistWisePlatform
“Enterprise Support Specialist - Wise Platform at Wise. Skills: Data-driven, Project owner, Excellent communicator, Complex problem-solver, Global collaborator, Product and operational expert, Resolution specialist, Process optimizer. Proactively review partners’ operating environments to deliver training, documentation, and best practices in customer support.. Develop tailored support documentation and lead workshops to map out support models for new partnerships.”
What You'll Achieve.
Drive operational efficiency and scalability for our partners.; Ensure that they get the most out of our products by acting as their internal liaison within Wise Platform.; Provide advanced-level support and guidance throughout the entire partner lifecycle: from implementation to ongoing optimization.; Ensure every partner query flows smoothly to the right teams and receives a fast response within our agreed SLAs.; Ensure minimal disruption to partner operations.; Resolve queries.; Monitor performance KPIs and collaborate with development teams to optimize the product based on your analytical findings.; Influence the product roadmap.; Assess business outcomes and identify opportunities for impact.; Turn your data-backed suggestions into reality.; Own projects from ideation to completion with minimal guidance.; Influence Wise product and process changes to better accommodate enterprise requirements.; Ensure their needs remain central to our global scaling strategy.
Industry & Context.
Complex problem-solver: You look beyond the immediate "fix."; You identify root causes and implement scalable processes to prevent recurring issues.
Requirement to work 2 weekend days per month to support our global partners., You’re eligible to work in Brazil, we do not offer sponsorship for Visas for this role.
What They're Looking For.
Must Have
Proven experience delivering premium, executive-level support or specialized implementation services within an Enterprise environment., Demonstrated ability to manage complex issues for high-value clients and stakeholders, emphasizing extreme attention to detail and personalized service delivery., Experience managing end-to-end projects involving multiple stakeholders., analytical skills with the ability to turn data into actionable projects.
What You'll Do.
Proactively review partners’ operating environments to deliver training
and best practices in customer support.
Develop tailored support documentation and lead workshops to map out support models for new partnerships.
Coordinate with internal Wise servicing teams to streamline processes and remove bottlenecks for new products.
Support the testing of partnership models to ensure every partner query flows smoothly to the right teams and receives a fast response within our agreed SLAs.
Conduct high-level training on support structures
currency-specific info
and escalation processes.
Take ownership of the technical ecosystem for each partner
from setting up Zendesk organizations and Knowledge Spaces to managing shared workspaces and collaboration tools.
Identify potential deployment risks and escalate critical issues to ensure minimal disruption to partner operations.
Act as the primary point of contact for partners
providing high-quality support through email and live channels (such as phones) to resolve queries.
Conduct deep dives into partner contact data to identify trends
and areas for improvement.
Monitor performance KPIs and collaborate with development teams to optimize the product based on your analytical findings.
Gather partner feedback through surveys and interviews to influence the product roadmap.
Conduct regular reviews with Customer Success Managers (CSMs) and Account Managers (AMs) to assess business outcomes and identify opportunities for impact.
Turn your data-backed suggestions into reality.
Own projects from ideation to completion with minimal guidance
communicating with both internal Wise teams and external partner stakeholders.
Act as the Voice of the Partner internally
influencing Wise product and process changes to better accommodate enterprise requirements.
Advocate for partners to ensure their needs remain central to our global scaling strategy.
How You'll Work.
Team & Collaboration
Coordinate with internal Wise servicing teams to streamline processes and remove bottlenecks for new products.; Support the testing of partnership models to ensure every partner query flows smoothly to the right teams and receives a fast response within our agreed SLAs.; Collaborate with development teams to optimize the product based on your analytical findings.; Conduct regular reviews with Customer Success Managers (CSMs) and Account Managers (AMs) to assess business outcomes and identify opportunities for impact.; Communicating with both internal Wise teams and external partner stakeholders.; Act as the Voice of the Partner internally, influencing Wise product and process changes to better accommodate enterprise requirements.; Advocate for partners to ensure their needs remain central to our global scaling strategy.; You thrive in a globally distributed team.; You can collaborate seamlessly across different regions and functions to get things done.
Communication Scope
Excellent communicator: You can break down complex technical concepts into clear, engaging presentations.; You build trust through effective dialogue and are comfortable leading high-level partner meetings.
Process & Methodology
Experience managing end-to-end projects involving multiple stakeholders., Project owner: You can manage complex projects from the initial idea to completion with minimal guidance., Setting timelines, and coordinating between internal teams and external partners to deliver results.
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