Customer Support Associate

Company Description
Important Note for Applicants:
As part of our application process, you will receive an assessment immediately upon applying
This assessment is designed to take approximately 30 minutes and must be completed on a laptop
Please ensure you have a stable internet connection and a quiet environment to complete the test
We appreciate your understanding and look forward to your application!
Applications without assessment wouldn't be considered
Wise is a global technology company, building the best way to move and manage the worlds 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
Job Description
More about our mission and what we offer
Role/Job Purpose
As a Customer Support Agent 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 Wises 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, Wises Career Map and coaching from Team Leads
Embody and uphold Wises values in daily interactions
Qualifications
Professional Experience:
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)
Strong English written and verbal communication skills
Work Schedule And Flexibility
Flexibility in working hours and shifts
This can include morning, evening, weekend, and public holiday shifts
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, including video interactions with other offices
Open to feedback and coaching, with a clear desire for continuous improvement
Skills And Attributes
Typing speed of at least 40 words per minute
Self-starter, able to work independently with knowledge resources, proactive, solution-oriented, and possess an ownership mindset
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
Attendance And Availability
In case of absence or sick leave, agents are required to provide a minimum of one-hour notice when unable to complete their shift or attend the office
Additional Information
Were people without borders ? without judgement or prejudice, too
We want to work with the best people, no matter their background
So if youre passionate about learning new things and keen to join our mission, youll fit right in
Also, qualifications arent that important to us
If youve got great experience, and youre great at articulating your thinking, wed like to hear from you
And because we believe that diverse teams build better products, wed especially love to hear from you if youre from an under-represented demographic
For everyone, everywhere
We're people building money without borders ? without judgement or prejudice, too
We believe teams are strongest when they are diverse, equitable and inclusive
We're proud to have a truly international team, and we celebrate our differences
Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers
If you want to find out more about what it's like to work at Wise visit Wise
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