Customer Support Specialist

Wise

Wise — Customer Support Specialist in Tallinn

We’re looking for a Customer Support Specialist to join our team in Tallinn. This role is a unique opportunity to apply your subject matter expertise to have a direct impact on Wise’s mission, ensuring a seamless experience for our customers globally.

Your mission: Wise has already pioneered new ways for people to transfer money across borders and currencies. As a Specialist, your mission is to act as a subject matter authority, navigating cross-functional complexities to deliver expert-level resolutions and world-class support across email, phone, and chat to ensure every interaction reflects our commitment to "money without borders."

Here’s how you’ll be contributing to the Customer Support team:

• Expert problem solving: Take full ownership of complex customer cases, using critical thinking to identify the best resolutions and delivering with high accuracy.

• Navigating complex interactions: Handle high-stakes customer conversations with professional and empathetic communication, especially during challenging moments.

• Cross-Team collaboration: Manage appropriate escalations to specialized teams, including KYC, Complaints, and Payment Operations, to ensure holistic case resolution.

• Peer support: Act as a point of contact for your colleagues, providing peer-to-peer support and sharing your knowledge to help the wider team grow.

• Process improvement: Identify and share feedback on processes and product health, contributing to the continuous improvement of the customer journey.

• Flexibility: Cover a variety of shifts to be there when our customers—and the business—need you most.

Qualifications

• Proven experience: You have at least one year of experience in customer support. Experience in fintech or a high-volume setting is preferred, but not essential.

• Multi-Channel experience: You have a proven track record of supporting customers through phone, chat, and email. While we value experience in any combination of these channels, mastery across all three is a definite plus.

• Technical proficiency: You have strong typing skills (minimum 45 Words Per Minute) and excellent grammar/spelling.

• Advanced communication: Your verbal and written English skills are excellent (C1 level). You can translate difficult, high-level concepts into easy-to-understand language.

• Ownership mindset: You are a self-starter who can work independently, navigate ambiguity, and make sound judgments with minimal supervision.

• Cool under pressure: You excel at taking charge in challenging situations and have the skills to calm and resolve difficult customer interactions.

• Location: You are legally authorized to work in Tallinn, Estonia

• Values: You’re a team player who lets our values guide your decisions and you’re ready to work full-time (40h/week) on a shift based pattern.

• Additional Information

Hiring Process:

• Application review (CV)

• Maki Assessment (Online Skills assessment)

• Interview with the team

• Starting salary for this role: 2025 EUR gross monthly

What’s in it for you:

• RSUs in a rapidly growing company

• Flexible working model

• An annual self-development budget

• A paid 6-week sabbatical leave after four years

• Paid time off: 28 days vacation + 3 “Me” days + 1 volunteer day, annually

• If you want to find out more about what it's like to work at Wise visit Wise.Jobs.

• 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.

• Keep up to date with life at Wise by following us on LinkedIn and Instagram.