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About the Role

As part of our team, you will be helping us create an entirely new network for the world's money. Your core mission is to turn every interaction into a reason for the customer to stay, handling complex inquiries with a solution-focused mindset and a high degree of autonomy. You are the customer’s champion, ensuring that even when things go wrong, the quality of service strengthens loyalty instead of weakening it.

Responsibilities

Take full cradle-to-grave ownership of customer enquiries and issues.
Consistently aim for first contact resolution.
Manage a dynamic workflow across different channels, ensuring high-volume demand is met without sacrificing quality.
Use creative thinking to diagnose complex issues and move beyond standard operating procedures when needed.
Work closely with other teams, such as KYC and Financial Crime to seamlessly facilitate customer issues.
Treat every interaction as a retention opportunity.
Identify 'at-risk' behaviors or sentiments and intervene with high-touch service.
Educate customers on how to get the most out of our products.
De-escalate friction with professional empathy, transparency and confidence.
Participate in initiatives and programmes designed to improve customer retention.
Deliver empowered solutions that solve for tomorrow by proactively addressing future friction points.
Maintain rigorous adherence to High Volume KPI’s.
Act as a feedback loop for the High Volume Senior Lead and wider management team.
Use high-level root cause analysis to identify recurring trends, broken processes, customer education opportunities and product bugs.
Document unique case resolutions and creative fixes for scalable learnings.

Requirements

2+ years in a customer-facing role, preferably in a high-volume, high-growth, and complex customer servicing environment (e.g. FinTech, SaaS, Tech).
Understand that support is a revenue-protection function.
Driven by the challenge of turning a dissatisfied customer into a loyal one.
Take pride in closing the loop and driving resolution.
Comfortable holding the ball and driving the resolution, even when the answer isn't immediately obvious.
Take ownership for personal development and time management.
Positively thrive on having the freedom to decide how to deliver the best outcome to the customer.
Comfortable working in the 'grey' and using critical thinking to find the best possible outcome.
Exceptional written and verbal communication skills.
Ability to explain complex concepts simply.
Know how to deliver difficult news with grace and professionalism.
Proactively promote and embrace change for the relentless betterment of the customer experience.
Comfortable jumping between different support tools, CRMs, and internal systems with speed and accuracy.
Ability to take in and make connections between large volumes of information in different formats and from various sources.

Skills

Solution-focused mindset
High degree of autonomy
Creative problem solving
Communication expertise
Tech savvy
High intensity learning
Root cause analysis

Location

Remote

Work Type

Full-time

Experience Level

2+ years

Salary/Compensations

USD 29.60 - USD 34.80 - hourly

About the Company

Wise is a global technology company, building the best way to move and manage the world’s money.
Min fees. Max ease. Full speed.
Wise is on a mission to make people’s and businesses’ lives easier and save them money when sending money internationally, spending abroad, or making and receiving international payments.

Equal Opportunity

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.