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.