Customer Support Specialist (Spanish Speaker - Nightime - 1 am shift)

Job description

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, candidates are required to work onsite at our São Paulo office for 45 days to complete the initial training. During this period, the working schedule will be Monday to Friday, from 9:00 AM to 6:00 PM. Once the training is completed, the role will transition to a fully remote working model. Please note that, even though this is a remote position after the training period, candidates must either currently reside in the state of São Paulo or be willing to relocate to São Paulo.

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.