Wise · 2 hours ago
Customer Support Associate
United States
Full-time
Remote
Entry Level
1+ years expWise is a global technology company focused on improving the way money is moved and managed worldwide. As a Customer Support Associate, you will be the first point of contact for customers, providing high-quality support while resolving complex issues with empathy and ownership across various communication channels.
Financial Services
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
Qualification
Required
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
Preferred
1 year minimum Customer-facing experience, preferably in fintech, banking, telecom, or global contact centers
Fluency in English and the supported language for the role (where relevant)
Flexibility in working hours and shifts. This can include morning, evening, weekend, and public holiday shifts when applicable
Follow working from home guidelines where applicable
Must be legally authorized to work in the assigned location
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
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 fostering an inclusive and diverse work environment (DEI)
Data Security Awareness: Understanding and following data security procedures is critical, especially as data privacy regulations evolve
Clean background checks when joining and clean re-checks
Company
Wise
Wise is a global technology company, building the best way to move money around the world.
Founded in 2011London, GB
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Harsh Sinha
Chief Technology Officer
Ben Johnson
North America Lead, Partner Management - Wise Platform
Recent News
2025-10-02
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2025-10-01
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