Customer Support Specialist (Spanish Speaker)

Your mission as a Spanish Specialist is to act as a customer support expert who delivers with accuracy and ownership. You will resolve complex issues for all customers while adapting seamlessly to evolving processes and expectations. By maintaining a holistic view of the customer journey, you will ensure our customers feel supported and align the support provided directly with the Wise mission.

As a key player in our support ecosystem, you will navigate multiple channels with a customer-focused mindset. You will use active listening, empathy, and critical thinking to understand the unique requirements of each case, tailoring your responses to ensure resolution and maintaining composure during every interaction.

Key Responsibilities:

Operational Excellence & Support

• High-Quality Support: Take ownership of contact resolution using critical thinking to identify appropriate responses, and understand how to manage and diffuse escalating customer interactions.

• Performance Excellence: Meet service goals across all KPIs—including case resolution, productivity, and quality measures—across all channels (phone, chat, email, etc.).

• Clear Communication: Communicate clearly and professionally with customers, adapting your tone and style based on the customer and context while maintaining strong grammar and spelling.

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

• Security & Compliance: Follow set guidelines for data security procedures, keep accurate records of customer interactions according to standardized case handling processes, and comply with company values and our Code of Conduct.

Continuous Improvement & Collaboration

• Knowledge Sharing: Possess advanced knowledge of all products and processes (including Consumer or Business segment specialization), gain and build knowledge, contribute to team discussions, and provide peer-to-peer support.

• Ownership of Growth: Remain accountable for your own development using Wise’s professional development infrastructure and Career Map, building a strong foundation for advancement into Senior Specialist or Team Lead roles.

• Feedback Mentality: Clearly and professionally communicate with fellow Wisers, give and receive feedback constructively, and identify appropriate routes to escalate and share feedback across teams.

• Process Improvement: Identify opportunities to improve processes and escalate them appropriately to drive efficiency.

• *Please note, only resumes provided in English will be considered*

• Schedule: This is a hybrid position open exclusively to candidates who reside in the Greater São Paulo area.

  The position requires flexibility, as the work schedule may include weekends and holidays. Candidates must be comfortable working from 01:48 PM to 10:00 PM.

  The first three months will be 100% on-site. The first 45 days will be dedicated to initial training, which will take place from 9:00 AM to 6:00 PM. After the initial three-month period, the position will transition to a hybrid work schedule.

• Base Salary: BRL 6.680 gross/monthly

• Our Benefits:

  🚀 RSU’s in a rapidly growing company

  💻 Flexible working model 

  💪 An annual self-development budget

  🩺 Health and dental allowance for you and your dependents

  💝 Company-paid: Life Insurance, and an EAP program

  ☀️ Paid time off: 30 days vacation + 3 “Me” days + 1 volunteer day, annually

  🏝️ A paid 6-week sabbatical leave after four years

  👶🏼 8-weeks of paid parental leave, after a year with us and child care assistance

  🚌 Transportation vouchers

  🍕 Food (730 BRL per month) and meal (1,188 BRL per month) vouchers

  🏋️ TotalPass access to 3,500 gyms and studios throughout Brazil

  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.Jobs.

  Keep up to date with life at Wise by following us on LinkedIn and Instagram.

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.Jobs.

Keep up to date with life at Wise by following us on LinkedIn and Instagram.