Total Service 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

You will be joining a dynamic Operations team, acting as the strategic "defense" line for our highest-volume Consumer and Business customer segments. We are looking for superstars in customer retention and complex support. You will report to the High Volume Team Lead, and work to provide a level of service so exceptional that it turns our most valuable customers into our most passionate advocates. 

Why this role?

• Solve a High-Stakes Challenge: The customers you will be serving are moving large amounts of money. This can be an anxious time for them, making your role critical in delivering high effective support right at the heart of our mission.

• Make a Direct Impact: This isn't a standard support role. Your North Star metric is retention. You will directly impact the business by turning every interaction into a reason for the customer to stay.

• Empowered Environment: You will operate in a fast-paced environment where efficiency meets empathy. You are empowered to make decisions and solve complex problems and remain compliant with regulations.

• Growth: You will act as the "eyes and ears" on the ground, feeding vital insights back to the leadership. You will have ample room to grow your analytical skills, shape the customer experience, and advance in a high-growth environment.

Your Mission

• Take end-to-end ownership of customer enquiries and issues, acting as the single point of contact until the issue is entirely resolved.

• Aim for first contact resolution, demonstrating a commitment to getting the right outcome rather than just completing a task.

• Manage a dynamic workflow across different channels and stakeholders, ensuring high-volume demand is met without ever sacrificing quality.

• Apply creative, out-of-the-box thinking to diagnose complex issues, moving beyond standard operating procedures to find solutions that work for both the customer and the business.

• Treat every interaction as a retention opportunity, identifying "at-risk" behaviors and intervening with high-touch service to prevent churn.

• Actively educate customers on how to get the most out of our products, shifting the conversation from "fixing a problem" to "adding value."

• De-escalate friction with professional empathy, transparency, and confidence.

• Maintain rigorous adherence to High Volume KPIs while proactively addressing future friction points before the customer even identifies them.

• Actively document unique case resolutions, ensuring that your individual wins become scalable learnings for the wider team and our knowledge base.

Qualifications

We are looking for a candidate who is not just a standard support agent, but a proactive customer champion who can navigate complex issues with empathy, intelligence, and efficiency.

Your Experience & Hard Skills:

• Support Mastery: You have 2+ years of experience in a customer-facing role, preferably within a high-volume, high-growth, and complex customer servicing environment (e.g., FinTech, SaaS, Tech).

• High-Intensity Learning: You have the ability to take in and make connections between large volumes of information in different formats and from various sources to fully understand root causes and make effective, proactive decisions.

• Communication Expertise: You possess exceptional written and verbal communication skills. You can explain complex concepts simply and know how to deliver difficult news with grace and professionalism.

• Tech Savvy: You are highly comfortable jumping between different support tools and internal systems with speed and accuracy.

Your Soft Skills & Mindset:

• Retention Mindset: You understand that support is a revenue-protection function. You are driven by the challenge of turning a dissatisfied customer into a loyal one, or a passive user into a promoter.

• Accountability & Ownership: A must-have. You take pride in closing the loop. In this role, your accountability includes:

  • Tracking cases relentlessly from first contact until final resolution, including making necessary customer callbacks.

  • Proactively escalating any system or tooling incidents to leadership.

  • Gathering and reporting insights on customer profiles and behavior trends to help refine our management strategy.

• Empowerment & Creative Problem Solving: You positively thrive on having the freedom to decide the best outcome using critical thinking rather than a script to find the best possible outcome.

• Agile Innovator: You are progressive, resilient, and proactively drive change to relentlessly improve the customer experience. 

Additional Information

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.