Customer Support Specialist - Total Service
Core
Frontline owner of trust and retention for high-volume consumer and business customers moving large amounts of money, delivering expert guidance and end-to-end case ownership.
Role type
Senior IC customer support specialist (high volume)
Builds
Customer experience and retention for Wise's international money transfer platform
Domain
Fintech / Cross-border payments
Deliverable
client delivery
Required skills
emotional intelligence, accountability, clear ownership, creative problem solving, regulatory compliance awareness, cross-functional coordination, root cause analysis, proactive communication
Preferred skills
experience in high-volume support environments, ability to de-escalate friction, knowledge of KYC/Financial Crime processes
Technologies
live chat, email, internal case management systems
Responsibilities
Take full cradle-to-grave ownership of complex customer enquiries; manage dynamic workflows across multiple channels; identify and intervene on at-risk customer behaviors to prevent churn; collaborate with KYC and Financial Crime teams to resolve issues; document unique case resolutions to create scalable learnings; analyze root causes of high contact volumes to improve processes.
Seniority
Senior, hands-on IC
