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.

Important Note on Location: This is a remote-first role; however, it is mandatory to be onsite in our São Paulo office for the first month to complete initial training. During this first month, you will work Monday to Friday, 9:00 AM – 5:00 PM. After training is complete, the role transitions to a remote working model.

Key Responsibilities:

Operational Excellence & Support

• High-Quality Support: Provide world-class assistance via phone, chat, and email with a focus on solving problems thoroughly the first time.

• Sound Judgment: Resolve customer contacts and queries with empathy and minimal escalation, using advanced product and process knowledge.

• Performance Excellence: Consistently meet performance targets across KPIs such as resolution rate, quality, and handling time.

• Clear Communication: Communicate professionally, adjusting your tone and style based on the customer’s specific context and needs.

• Security & Compliance: Maintain accurate records and strictly follow security and data privacy procedures across all channels.

Continuous Improvement & Collaboration

• Knowledge Sharing: Proactively contribute to team discussions, knowledge sharing, and the continuous improvement of our processes.

• Ownership of Growth: Take responsibility for your own learning through performance feedback, coaching from Team Leads, and the Wise Career Map.

• AI Proficiency: Comfortable using prompting for AI tools (e.g., ChatGPT, Google Gemini) to enhance efficiency and problem-solving.

• Embody Wise Values: Act as a culture carrier, upholding Wise’s values in every daily interaction.

Experience & Background

• Customer-Facing Experience: Minimum of 1 year in a customer-facing role, preferably within fintech, banking, telecom, or global contact centers.

• Language Skills: Fluent in English and Spanish (the supported language for this specific queue).

• Work Eligibility: Must be legally authorized to work in Brazil and located in/able to commute to São Paulo for the first month of training.

• Availability: Flexibility to work various shifts, including mornings, evenings, weekends, and public holidays (schedules are fixed at the start of each month).

Skills & Attributes

• Self-Starter: Able to work independently, navigate knowledge resources, and maintain a solution-oriented mindset.

• Exceptional Communicator: Strong written and verbal communication skills in both English and French.

• Adaptable: Capable of keeping up with constant change while remaining patient and flexible.

• DEI Commitment: Passionate about fostering an inclusive and diverse work environment.

• Tech-Savvy: Comfortable navigating various software and interested in utilizing AI tools to streamline workflows.

The Interview Process:

1. Application Review

2. Short take-home task

3. 1-hour final interview with the Customer Support Team Lead in Spanish and English

Please note, only resumes provided in English will be considered.
 

Our Benefits:

• 💰 Salary: R$6,680 gross per month (CLT) + a 7.5% language bonus for Spanish proficiency. Additionally, a 20% bonus is added for night shift hours worked in the previous month

• 🚀 RSU’s in a rapidly growing company.

• 💻 Flexible working model: Remote-first (following the 1-month mandatory onsite training in SP).

• 💪 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.

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

• 🚌 Transportation vouchers (provided for the onsite training period).

• 🍕 Food (708 BRL per month) and meal (1,166 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.

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