Customer Support Specialist

About the Position

Customer Support Specialist

Wise is a global technology company, building the best way to move and manage the world’s money. 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.

For everyone, everywhere.

More about our mission and what we offer.

Responsibilities

As a Customer Support Specialist 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 Wise’s mission of money without borders.

• 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.

Requirements

Essential

• Graduate in any discipline
• 2 years of customer service experience, with at least 2 years in a voice/inbound call role
• Excellent spoken and written English
• Proficiency with computers, CRM or ticketing tools, and working across multiple applications at once
• Willingness to work rotating shifts, weekends, and holidays as per queue requirements

Preferred

• Experience in fintech, banking, payments, or financial services support
• Exposure to KYC, AML, or fraud-related customer handling
• Track record of meeting KPIs such as CSAT/quality scores and AHT
• Experience supporting international customers across time zones

We Offer

• Competitive salary: 6.7 LPA + RSU (Restricted Stock Units)
• Location: Hyderabad - Work from Office
• Shift: Night Shift

About the Company

Wise is a global technology company, building the best way to move and manage the world’s money. 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.

For more information 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.