Customer Support Specialist

We’re looking for a Customer Support Specialist to join our team in Tallinn. This role is a unique opportunity to apply your subject matter expertise to have a direct impact on Wise’s mission, ensuring a seamless experience for our customers globally. Your mission: Wise has already pioneered new ways for people to transfer money across borders and currencies. As a Specialist, your mission is to act as a subject matter authority, navigating cross-functional complexities to deliver expert-level resolutions and world-class support across email, phone, and chat to ensure every interaction reflects our commitment to "money without borders."

Here’s how you’ll be contributing to the Customer Support team:

• Expert problem solving: Take full ownership of complex customer cases, using critical thinking to identify the best resolutions and delivering with high accuracy.
• Navigating complex interactions: Handle high-stakes customer conversations with professional and empathetic communication, especially during challenging moments.
• Cross-Team collaboration: Manage appropriate escalations to specialized teams, including KYC, Complaints, and Payment Operations, to ensure holistic case resolution.
• Peer support: Act as a point of contact for your colleagues, providing peer-to-peer support and sharing your knowledge to help the wider team grow.
• Process improvement: Identify and share feedback on processes and product health, contributing to the continuous improvement of the customer journey.
• Flexibility: Cover a variety of shifts to be there when our customers—and the business—need you most.