Customer Support Specialist (Spanish Speaker - Nightime)

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.