Escalated Support Specialist

Company Description

Wise is a global technology company, building the best way to move and manage the world’s money.
Min fees. Max ease. Full speed.

Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.

As part of our team, you will be helping us create an entirely new network for the world's money.
For everyone, everywhere.

More about our mission and what we offer.

Job Description

Specialists within the Escalated Support team are responsible for providing fast, fair, and robust responses to escalated complaints. They will not only ensure that processes were followed but challenge whether or not the correct processes were applied. Complaints Specialists will conduct detailed root cause analyses in collaboration with the RCA team to identify systemic issues and improvement opportunities, utilising data-driven insights to determine the scale and impact of problems and drive actionable recommendations.
 

Complaints Specialists in the Escalated Support team are expected to understand customer pain points and leverage customer experience data to research the customer journey and identify service or product enhancements. They will track customer sentiment to forecast changes in customer experience and lead retrospectives to produce detailed reports on failures, opportunities, and fixes. Finally, they will assess issues to determine if they are isolated incidents or systemic problems, proposing improvements with clear deliverables to prevent future occurrences, ultimately aiming to improve customer outcomes, ensure accountability, and enhance user experience by efficiently resolving root causes.

Activities performed on the job:

• Managing Escalated Cases and/or High-Risk Vulnerable Customer Cases
  • Case Review and Prioritisation: Start the day by reviewing the most urgent escalated complaints that have been assigned. This involves analysing the details of each case to understand the severity and customer impact.
  • High-Risk Vulnerable Customer Cases handling:  Safeguard our most vulnerable customers by prioritising high-risk cases, minimising the risk of harm through rapid intervention and systemic process improvements.
  • Investigating Issues: Officers would spend time digging into the specifics of each case, speaking with different teams (Customer Service, Fraud, Product) to gather relevant data, and understanding the root cause of the problem.
  • Providing Responses: Officers would draft detailed, tailored responses to the customer, ensuring the issue is resolved fairly and quickly. They would also challenge the processes if they feel the initial resolution wasn't optimal.

• Root Cause Analysis (RCA)
  • Conducting RCA: Officers would work on investigating the root cause of issues for each escalated case. This involves gathering data, using analytical tools, and identifying whether the issue is systemic or an isolated incident.
  • Collaborating with RCA Teams: In cases that require deeper analysis, the officer may collaborate with the RCA team to ensure thorough exploration of issues. They may participate in retrospective (retro) meetings to discuss findings.

• Customer Experience Insights
  • Customer Journey Mapping: Part of the role involves understanding the customer’s pain points. Officers may map out the customer’s journey from initial contact to the escalation point to identify failures or gaps in the process.
  • Collating Customer Feedback: Officers might gather and analyse customer feedback or sentiment data to assess how similar issues impact broader customer segments, working with the Customer Experience team to measure satisfaction.

• Reporting and Retrospectives
  • Writing Detailed Reports: Officers are responsible for documenting the outcomes of their investigations. This involves summarising what happened, identifying points of failure, and offering actionable recommendations to improve processes.
  • Retrospective Meetings: Officers will participate in and potentially lead retrospectives (monthly or as needed) to discuss cases and trends, focusing on identifying systemic issues and improvements.

• Process and Policy Improvements
  • Identifying Opportunities for Change: Throughout the day, officers may identify recurring themes or systemic issues across multiple cases. They would work with process owners to recommend and implement policy or product changes to prevent future escalations.

Qualifications

You must have:

• Excellent written and verbal English skills;
• Experience in a customer facing/contributing role;
• Open to working flexibly, including weekend shift patterns;
• Experience working with either complaints or vulnerable customers;
• Adaptability to fast-paced environments and new situations;
• Ability to perform Root Cause Analysis on complex problems to develop effective solutions;
• Collaborative mindset, building strong relationships with stakeholders to achieve common goals;
• Customer-centric focus, maintaining high service standards and coaching others to do the same;
• Excellent communication skills, with the ability to connect with individuals at all seniority levels;
• Thorough knowledge of internal procedures, processes, and the suite of Wise products and tools;
• Strong sense of ownership, striving to consistently meet or exceed performance targets;
• Commitment to making data-driven decisions to enhance overall impact;
• Resilience and composure when managing high-pressure situations or senior stakeholder interactions.

Additional Information

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

Our Benefits:

🚀 RSU’s in a rapidly growing company

💻 Flexible working model 

💪 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

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

🚌 Transportation vouchers

🍕 Food (730 BRL per month) and meal (1,188 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.

Keep up to date with life at Wise by following us on LinkedIn and Instagram.