Customer Support Specialist (Spanish Speaker Nightime 3 am shift)

Your mission is to be the first point of contact for our customers acting as a skilled problem solver and customer advocate. Because our Customer Support team forms a large part of the companys public profile all inquiries must be handled with the utmost competence ownership and empathy.

As a Customer Support Specialist you will handle complex issues across phone chat and email delivering outstanding experiences while navigating ambiguity and upholding Wises mission of money without borders. You will be responsible for end-to-end case resolution ensuring our customers feel supported every step of the way.

Important Note on Location: This is a remote-first role; however candidates are required to work onsite at our São Paulo office for 45 days to complete the initial training. During this period the working schedule will be Monday to Friday from 9:00 AM to 6:00 PM. Once the training is completed the role will transition to a fully remote working model.

Please note that even though this is a remote position after the training period candidates must either currently reside in the state of São Paulo or be willing to relocate to São Paulo.
 

Key Responsibilities:

Operational Excellence & Support

• High-Quality Support: Provide world-class assistance via phone chat and email with a focus on solving problems thoroughly the first time.

• Sound Judgment: Resolve customer contacts and queries with empathy and minimal escalation using advanced product and process knowledge.

• Performance Excellence: Consistently meet performance targets across KPIs such as resolution rate quality and handling time.

• Clear Communication: Communicate professionally adjusting your tone and style based on the customers specific context and needs.

• Security & Compliance: Maintain accurate records and strictly follow security and data privacy procedures across all channels.

Continuous Improvement & Collaboration

• Knowledge Sharing: Proactively contribute to team discussions knowledge sharing and the continuous improvement of our processes.

• Ownership of Growth: Take responsibility for your own learning through performance feedback coaching from Team Leads and the Wise Career Map.

• AI Proficiency: Comfortable using prompting for AI tools (e.g. ChatGPT Google Gemini) to enhance efficiency and problem-solving.

• Embody Wise Values: Act as a culture carrier upholding Wises values in every daily interaction.

Additional Information :

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

• Schedule: This is a remote position open exclusively to candidates who reside in the Greater São Paulo area.

  The position requires flexibility as the work schedule may include weekends and holidays. Candidates must be comfortable working an early-morning shift starting at 3:00 AM.

  The first 45 days will consist of initial training which will take place from 9:00 AM to 6:00 PM. After the training period the position will transition to a fully remote schedule working from 03:00 AM to 11:00 AM.

• Base Salary: BRL 6.680   20% night additional payment. The 20% night premium is paid over worked hours during the month. Not over flat base salary.

• Our Benefits:

  RSUs 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 (1188 BRL per month) vouchers

   TotalPass access to 3500 gyms and studios throughout Brazil

  For everyone everywhere. Were people building money without borders  without judgement or prejudice too. We believe teams are strongest when they are diverse equitable and inclusive.

  Were 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 its like to work at Wise visit .

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

For everyone everywhere. Were people building money without borders  without judgement or prejudice too. We believe teams are strongest when they are diverse equitable and inclusive.

Were 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 its like to work at Wise visit .

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

For everyone everywhere. Were people building money without borders  without judgement or prejudice too. We believe teams are strongest when they are diverse equitable and inclusive.

Were 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 its like to work at Wise visit .

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

Remote Work :

Yes

Employment Type :

Full-time