Customer Support Associate

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.
Job Description
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 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 Portuguese - you'll be supporting Portuguese and English 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).

• 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. Applications in Portuguese will not be considered.

• Early shift (6,015 BRL/month ):

• 6AM shift: From 06:00AM to 2:12PM (regular 7h 12 minutes shift + 1 hour lunch break).

• Night Shifts (6,015 BRL/month + 20% salary increase ):

• 9PM shift: From 09:00PM to 04:18AM (6h 18 minutes shift + 1 hour lunch break).

• 3AM shift: From 03:00AM to 10:18AM (6h 18 minutes shift + 1 hour lunch break).

• This is a fully remote position after 1 month of in-person training.

• You must live in São Paulo and be legally authorized to work in Brazil.

Benefits

• RSU's 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 (1,166 BRL per month) vouchers
• TotalPass access to 3,500 gyms and studios throughout 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.