Business Customer Support Specialist

Your mission is to be the first point of contact for our customers, acting as a skilled problem solver and customer advocate. Because our Customer Support team forms a large part of the company’s public profile, all inquiries must be handled with the utmost competence, ownership, and empathy.

As a Customer Support Specialist, you will handle complex issues across phone, chat, and email, delivering outstanding experiences while navigating ambiguity and upholding Wise’s mission of money without borders. You will be responsible for end-to-end case resolution, ensuring our customers feel supported every step of the way.

Key Responsibilities:

1. Customer Interaction & Service Delivery 

• Meet service goals in all the KPIs eg. case resolution, productivity and quality measures across all channels (eg- phone, chat, emails, etc).

• Communicate clearly and professionally with customers across all channels, adapting tone and style based on customer and context while maintaining composure and professionalism.

• Take ownership for the resolution of contacts, using critical thinking skills to identify the appropriate responses. 

• Maintain a customer-focused mindset to resolve contacts, using active listening and empathy to understand the unique requirements of each case and tailoring responses to ensure resolution.

• Understand how to manage and diffuse escalating customer interactions.

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

2. Knowledge & Skills

• Possess advanced knowledge of all our products and processes, including segment specialization for Consumer or Business.

• Demonstrate strong grammar, spelling, and typing speed. 

• Maintain a holistic view of the customer journey.

• Aligning support provided to customers with the Wise mission.

• Gain and build knowledge and contribute to the team discussions - sharing ideas and information

3. Process, Compliance & Improvement

• Follow the set guidelines while handling data security procedures across all channels.

• Keep records of customer interactions according to company standards by following the standardised case handling processes. 

• Identify opportunities to improve processes and escalate appropriately. 

• Comply with the company values and Code of Conduct.

4. Team Collaboration & Professional Development 

• Communicate clearly and professionally with fellow Wisers. 

• Have a feedback mentality, being able to give and receive feedback in a constructive manner. 

• Provide peer-to-peer support to help colleagues resolve cases where appropriate. 

• Accountable for their own development with the support of Wise’s professional development infrastructure in line with the Career Map.

• Identify the appropriate routes to escalate and share feedback within and across teams. 

• Build foundation for advancement into Senior Specialist or Team Lead roles.