As a Customer Support Specialist at Wise you are the first point of contact for our Customers. You are a skilled problem solver and customer advocate. You handle complex issues with ownership and empathy across phone, chat, and email - delivering outstanding customer experiences while adapting to change, navigating ambiguity, and upholding Wise’s mission of money without borders.

Salary: 6.7 LPA + RSU (Restricted Stock Units)
Location: Hyderabad - Work from Office
Shift: Night Shift

Key responsibilities

Provide high-quality support via phone, chat, and email with a focus on end-to-end case resolution.
Resolve Customer contacts and queries with sound judgment, empathy, and minimal escalation.
Meet performance targets across KPIs such as resolution rate, quality and handling time.
Demonstrate advanced product and process knowledge for the assigned region or queue.
Communicate clearly and professionally, adjusting tone and style based on customer context.
Maintain accurate records using standardized case-handling processes.
Follow security and data privacy procedures across all channels.
Proactively contribute to knowledge sharing, team discussions, and continuous improvement.
Take responsibility for your own learning and development through performance feedback, Wise’s Career Map and coaching from Team Leads.
Embody and uphold Wise’s values in daily interactions.

Qualifications:

Essential

Graduate in any discipline
2 years of customer service experience, with at least 2 years in a voice/inbound call role
Excellent spoken and written English
Proficiency with computers, CRM or ticketing tools, and working across multiple applications at once
Willingness to work rotating shifts, weekends and holidays as per queue requirements

Preferred

Experience in fintech, banking, payments or financial services support
Exposure to KYC, AML or fraud-related customer handling
Track record of meeting KPIs such as CSAT/quality scores and AHT
Experience supporting international customers across time zones

Job Description