Wise
Financial Services
TotalServiceAccountSpecialist
Neural analysis suggests this role is
optimal for mid candidates.
“Total Service Account Specialist at Wise. Skills: Proactive account management, Customer relationship management, Problem solving, Strategic client engagement, Cross-team collaboration. Managing a dedicated portfolio of high-volume business customers. Focusing on retention and growth in contribution margin”
What You'll Achieve.
Retention and growth in contribution margin; Achieving key performance indicators (KPIs) for resolution and quality; Strict adherence to SLAs and regulatory compliance; Generating trust; Ensuring ongoing customer satisfaction and growth; Driving service and process improvements; Successfully growing accounts; Driving tangible results
Industry & Context.
Excellent problem-solving, analytical, and critical thinking skills; Ingenuity to solve complex problems
Must be authorized to work in Brazil, Resume must be submitted in English
What They're Looking For.
Must Have
Fluent in English, Deep industry knowledge, Customer-Centric focus, Strategic & analytical thinking, Excellent problem-solving, analytical, and critical thinking skills, Data-driven decisions, Ability to guide effectively under pressure, Outstanding English communication skills, Great attention to detail, Solid understanding of KYC principles, Ability to identify compliance-related red flags and behaviours, Ability to actively guide your team in mitigating risks, Ability to thrive in a dynamic, fast-paced environment, Agility in leading your team through varied tasks, Collaborativeness, Proven growth track record, Familiarity with the business and financial services landscapes, Understanding of how cross-border payments work, Ability to ensure your team stays informed about industry trends, market shifts, and competitors’ landscape, Ability to translate insights into actionable strategies, Hands-on and accountable, Decisive and accountable, Driving team results, Empowering team members
Nice to Have
Experience with domestic and cross-border payment systems (SEPA, FPS, SWIFT, and other local market payment schemes), Fluency in Spanish, Fluency in German, Fluency in French, Experience with Salesforce (CRM/case handling), Experience with Zendesk, Experience with Twilio, Experience with Looker/SuperSet, Experience with Confluence, Experience with Slack, High-growth experience in a payments technical environment, Extremely comfortable working with operational, product, and financial data, Ability to 'connect the dots' across data, Planning skills, Decision-making skills, Deadline-oriented, Great time and energy management, Willingness to dive deep into data analysis, processes, or compliance
What You'll Do.
Managing a dedicated portfolio of high-volume business customers
Focusing on retention and growth in contribution margin
Pioneering a differentiated service proposition
Achieving key performance indicators (KPIs) for resolution and quality
Strictly adhering to SLAs and regulatory compliance
Understanding customer needs
Providing tailored advice
Proactively identifying opportunities for customers to optimize their use with Wise
Acting as the go-to person for complex client issues
Leveraging deep product knowledge to provide powerful
personable relationships
Generating trust with customers
Proactively monitoring portfolio health and revenue growth
Using data-driven triggers to engage with customers
Addressing potential issues
Ensuring ongoing customer satisfaction and growth
Collaborating seamlessly with support teams and other stakeholders
Providing valuable feedback for service and process improvements
How You'll Work.
Team & Collaboration
Work seamlessly with support teams and other stakeholders such as Product, Engineering, and Business Operations teams; Act as the customer´s voice within the company driving changes by taking feedback to the product team; Talking to other teams in solving customer´s issues
Communication Scope
Exceptional communication; Outstanding English communication skills to clearly explain complex concepts to both customers and internal team members
Full Job Description
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 apply by submitting your resume in English. Applications in Portuguese will not be considered. Are you ready to take a pivotal role in enhancing customer relationships and driving business growth? Wise is seeking a dedicated Account Specialist in São Paulo to join our high-impact team! This is your unique chance to dive into proactive account management and help shape the future of business support at Wise. What you'll be doing: In this specialist role, you'll be managing a dedicated portfolio of high-volume business customers, focusing on retention and growth in contribution margin. * Proactive account management: You'll pioneer our differentiated service proposition, focused on achieving key performance indicators (KPIs) for resolution and quality, while strictly adhering to SLAs and regulatory compliance. This involves understanding customer needs, providing tailored advice, and proactively identifying opportunities for them to optimize their use with Wise. * Problem solving & support: Act as the go-to person for complex client issues. Leverage your deep product knowledge to provide powerful, personable relationships with your customer base, generating trust. * Strategic client engagement: Proactively monitor your portfolio's health and revenue growth. Use data-driven triggers to engage with customers, addressing potential issues and ensure ongoing customer satisfaction and growth. * Collaborate cross-
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