Customer Support Associate

Wise•Austin, TX

About The Position

As a Customer Support Associate at Wise you are the first point of contact for our Customers. You are a skilled problem solver and customer advocate. You handle complex issues with ownership and empathy across phone, chat, and email - delivering outstanding customer experiences while adapting to change, navigating ambiguity, and upholding Wise’s mission of money without borders.

Requirements

1 year minimum Customer-facing experience, preferably in fintech, banking, telecom, or global contact centers.
Fluency in English and the supported language for the role (where relevant).
Flexibility in working hours and shifts. This can include morning, evening, weekend, and public holiday shifts when applicable.
Working hours will be fixed at the start of the month, but activities during the shift can be flexible.
Follow working from home guidelines where applicable.
Must be legally authorized to work in the assigned location.
Agents may be required to attend team calls and other internal activities, including but not limited to video interactions with other offices.
Open to feedback and coaching, with a clear desire for continuous improvement.
Self-starter, able to work independently with knowledge resources, proactive, solution-oriented, and possess an ownership mindset.
Comfortable using prompting for AI tools e.g. ChatGPT, Google Gemini, etc.
Adaptability: Able to keep up with constant change, patient, and flexible.
Great fit with our values and company culture.
Commitment to fostering an inclusive and diverse work environment (DEI).
Data Security Awareness: Understanding and following data security procedures is critical, especially as data privacy regulations evolve.
Clean background checks when joining and clean re-checks.

Responsibilities

Provide high-quality support via phone, chat, and email with a focus on end-to-end case resolution.
Resolve Customer contacts and queries with sound judgment, empathy, and minimal escalation.
Meet performance targets across KPIs such as resolution rate, quality and handling time.
Demonstrate advanced product and process knowledge for the assigned region or queue.
Communicate clearly and professionally, adjusting tone and style based on customer context.
Maintain accurate records using standardized case-handling processes.
Follow security and data privacy procedures across all channels.
Proactively contribute to knowledge sharing, team discussions, and continuous improvement.
Take responsibility for your own learning and development through performance feedback, Wise’s Career Map and coaching from Team Leads.
Embody and uphold Wise’s values in daily interactions.