Customer Support Specialist

Job title: Customer Support Specialist

Wise

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.

Salary: 6.7 LPA + RSU (Restricted Stock Units)

Location: Hyderabad - Work from Office

Shift: Night Shift

Key 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.

Qualifications

Experience

• Has a minimum one year customer support experience in a contact centre and a desire to continue to grow their career with Customer Support.

• Experience working across multiple channels (phone, chat, email)

• Adherence: Proven track record of meeting quality standards in a contact centre role.

• Language: Fluent and proficient in English. Other languages is a plus.

• Communications: Strong communications skills and empathy, with the ability to manage difficult conversations with customers.

• Flexibility: Flexibility in working hours/shifts (weekend, public holidays shifts). Specialists may be required to attend team calls, including video interaction with other offices

• Able to understand the direct contribution of consistent presence and schedule adherence to holistic business needs.

• Mindset: Self starter, able to work independently with knowledge resources, proactive, solution oriented, ownership mindset.

• Great fit to our values and company culture.

• Able to keep up with constant change, patient, and flexible.

• Willingness to use emerging technology where appropriate

• Security: Understanding and following data security procedures is critical, especially as data privacy regulations evolve.

• Compliance: Must be legally authorized to work in the assigned location.

• Required to complete successful background screening.

• Additional Information

• 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.