Customer Support Associate

This job is with Wise, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

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 .
Your mission is to help customers have an excellent experience with Wise mainly via phone, emails and chat contacts. This isn't your normal call center - we do things differently - and our Customer Support Associates are here to help millions more potential customers save money by using Wise
Provide world-class customer support via email, phone and chat channels for Japanese, Portuguese and English speaking customers all over the world

Understand that making a customer happy is crucially important to a business's success and make that your goal for every contact

Be creative, friendly, and solution-oriented with customers and colleagues

Understand the need to meet expectations, rise above them, and go that extra mile for customers

Constantly review the processes and suggest improvements

Accountable for their own development, performance and efficiency

Understand company values and promote them

Agents are expected to communicate with colleagues and discuss case issues both in their local offices and international locations, via text and video call.

Qualifications
You have strong verbal & written English skills and are fluent in both Japanese (JLPT N2) and Portuguese - you’ll be supporting Portuguese and Japanese speaking customers, but the working language at Wise is English.

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-11:12pm). 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.

You’re organized. You’re methodical in your approach, with a solution-oriented mindset and the ability to multitask. Your lead will help you develop and remove blockers if they can, but they won’t stand over your shoulder. Your Lead is entrusting you with the autonomy to meet and exceed your performance metrics and also deliver a great customer experience

You’re cool under pressure. You take charge in challenging situations and you keep your composure if things get tense – a fast-paced, ever-changing environment is where you thrive

You're an exceptional communicator. You're straight up and honest. You're able to own up to your mistakes and you follow through when you say you will

You're open-minded. You're comfortable and calm when giving or receiving feedback, you crave information, love learning new things, and you can't wait to be part of the team

You’re a team-player. You’re straight up and honest. You’re able to own up to your mistakes and you follow through when you say you will. Most importantly – you understand that having a great working culture is everyone’s responsibility, so you treat everyone with respect, you always give a helping hand, and you let our values guide you

You're ideally someone who has worked in customer support before (preferably in banking or finance), but we're willing to work with the right person, whatever your experience. We're looking for genuine people who work hard and love helping others, so if that sounds like you, tell us why you're a great fit

Additional Information Please apply by submitting your resume in English.
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

Benefits:
Salary for this role is 6,015  BRL per month
RSU’s in a rapidly growing company
Flexible working model – During the first six months, you’ll be in office most days of the week to become fully immersed in Wise’s culture and ways of working. After the initial period, you’ll be in office at least 3 days per week.
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 (1,166 BRL per month) vouchers
️  TotalPass access to 3,500 gyms and studios throughout Brazil

Your first 3 months at Wise will be 100% fully in person at the office
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 .