Customer Support Associate at Wise

São Paulo, São Paulo, Brazil -

Full Time

Start Date

Immediate

Expiry Date

11 Jun, 26

Salary

6015.0

Posted On

13 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Problem Solving, Customer Advocacy, Phone Support, Chat Support, Email Support, Case Resolution, Empathy, Product Knowledge, Process Knowledge, Communication, Case Handling, Data Privacy, Knowledge Sharing, Continuous Improvement, Adaptability, AI Prompting

Industry

Financial Services

Description

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 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. Key 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. Qualifications Professional Experience (Strongly Preferred): 1 year minimum Customer-facing experience, preferably in fintech, banking, telecom, or global contact centers. Communication proficiency: You have strong verbal & written English skills and Portuguese - you’ll be supporting Portuguese and English speaking customers, but the working language at Wise is English. Work Schedule and Flexibility: 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. You’re flexible. You’re willing to work 5x2 (5 days of working and 2 days of rest) with 7h12 hours of work per day, (shifts vary between 9am-10:00pm). While your scheduling preferences are taken into consideration, the scheduling requirements can change based on our customer’s needs, so we can’t guarantee you your preferred shift and shifts can change over time. Work Environment: Follow working from home guidelines where applicable. Must be legally authorized to work in the assigned location. Ways of working: 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. Skills and Attributes: 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 Diversity and Inclusion: Commitment to fostering an inclusive and diverse work environment (DEI). Additional Information Please apply by submitting your resume in English. Applications in Portuguese will not be considered. This is a hybrid position located in Sao Paulo, and not fully remote. You must be able to commute to the office or open to relocation You must already be legally authorized to work in São Paulo, 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. Compensation: BRL 6015 - BRL 6015 - monthly

Responsibilities

The Customer Support Associate acts as the first point of contact, handling complex customer issues via phone, chat, and email with ownership and empathy to deliver outstanding experiences. Key duties include providing high-quality, end-to-end case resolution while meeting performance targets across various KPIs.