Business Customer Support Associate
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Job Location:
Monthly Salary:
Posted on:
8 hours ago
Vacancies:
1 Vacancy
Job Summary
As a Business 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 Wises mission of money without borders.
You will:
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 Wises Career Map and coaching from Team Leads.
Embody and uphold Wises values in daily interactions.
Qualifications :
Professional Experience:
Customer-facing experience preferably in fintech banking telecom or global contact centers.
Communication proficiency:
Fluent in English and Portuguese.
Strong English and Portuguese written and verbal communication skills.
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.
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.
Commitment to Diversity and Inclusion:
Commitment to fostering an inclusive and diverse work environment (DEI).
Data Security and Compliance:
Data Security Awareness: Understanding and following data security procedures is critical especially as data privacy regulations evolve.
Adaptability: Able to keep up with constant change patient and flexible.
Great fit with our values and company culture.
Additional Information :
- Please apply by submitting your resume in English. Applications in Portuguese will not be considered.
- Youll be covering a variety of shifts we work when our customers need us the most including early mornings day times afternoons late evenings weekends and public holidays as per business demand. However we work 5 days per week/36hrs.
- You must already be legally authorized to work in São Paulo Brazil.
Benefits:
- RSUs in a rapidly growing company
- 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
- 18-weeks of paid parental leave after a year with us and child care assistance
- Transportation vouchers
- Food (708 BRL per month) and Meal (1166 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.
Remote Work :
No
Employment Type :
Full-time
Key Skills
- Electrical Engineering
- SQL
- Active Directory
- VMware
- OS
- Windows
- Trouble Shooting
- Linux
- SAN
- Java
- Technical Assistance
- Setup
- hardware
- Technical Support
- Software support
About Company
Wise is a global technology company, building the best way to move money around the world. With the Wise account people and businesses can hold 40+ currencies, move money between countries and spend money abroad. Large companies and banks use Wise technology too; an entirely new cro ... View more
