Bilingual Customer Support Associate

As a Customer Support Associate at Wise, you will be the first point of contact for customers, acting as a skilled problem solver and customer advocate. You will handle complex issues with ownership and empathy across phone, chat, and email, delivering outstanding customer experiences. Responsibilities include providing high-quality support, resolving queries with sound judgment, meeting performance targets, and maintaining accurate records, all while upholding Wise’s mission of money without borders.

Must Have

• 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.
• 1 year minimum customer-facing experience, preferably in fintech, banking, telecom, or global contact centers.
• Proficient in both written and verbal communication in English and Spanish.
• Must be legally authorized to work in the assigned location.
• Clean background checks when joining and clean re-checks.

Good to Have

• Proactively contribute to knowledge sharing, team discussions, and continuous improvement.
• Take responsibility for your own learning and development through performance feedback and coaching.
• Flexibility in working hours and shifts, including morning, evening, weekend, and public holiday shifts.
• Able to work independently with knowledge resources, proactive, solution-oriented, and possess an ownership mindset.
• Comfortable using prompting for AI tools e.g. ChatGPT, Google Gemini, etc.
• Adaptability: Able to keep up with constant change, patient, and flexible.
• Open to feedback and coaching, with a clear desire for continuous improvement.
• Commitment to fostering an inclusive and diverse work environment (DEI).

As a Customer Support Associate 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.

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

Professional Experience (Strongly Preferred):

• 1 year minimum Customer-facing experience, preferably in fintech, banking, telecom, or global contact centers.

Communication proficiency:

• Fluency in English and the supported language for the role (where relevant).
• Proficient in both written and verbal communication in English and Spanish.

Work Schedule and Flexibility:

• Flexibility in working hours and shifts. This can include morning, evening, weekend, and public holiday shifts when applicable.
• Working hours will be fixed at the start of the month, but activities during the shift can be flexible.

Work Environment:

• Follow working from home guidelines where applicable.
• Must be legally authorized to work in the assigned location.

Ways of working:

• Agents may be required to attend team calls and other internal activities, including but not limited to video interactions with other offices.
• Open to feedback and coaching, with a clear desire for continuous improvement.

Skills and Attributes:

• Self-starter, able to work independently with knowledge resources, proactive, solution-oriented, and possess an ownership mindset.
• Comfortable using prompting for AI tools e.g. ChatGPT, Google Gemini, etc.
• Adaptability: Able to keep up with constant change, patient, and flexible.
• Great fit with our values and company culture.

Commitment to Diversity and Inclusion:

• Commitment to fostering an inclusive and diverse work environment (DEI).

Data Security and Compliance:

• Data Security Awareness: Understanding and following data security procedures is critical, especially as data privacy regulations evolve.
• Background Checks: Clean background checks when joining and clean re-checks.