High Volume Support Specialist

About the Role The High Volume Support Specialist is the frontline owner of trust and retention for Wise’s highest-volume customer segment. Your purpose is to deliver service and expert guidance so that our most valuable customers become our most passionate advocates. You will own the customer experience end to end, coordinate across teams as needed, and help customers understand what is happening while reducing friction and escalating with the right context. You will be the customer’s champion, empowered to act within regulatory requirements, and you’ll share insights to improve playbooks and reduce friction. What You'll Do

• Take full cradle-to-grave ownership of customer inquiries and issues by default. You are the customer’s single point of contact until the issue is resolved; you do not "pass the buck." You consistently aim for first contact resolution.
• Manage a dynamic workflow across different channels, ensuring high-volume demand is met without sacrificing quality.
• Use creative thinking to diagnose complex issues. Move beyond standard operating procedures when needed to find solutions that work for the customer and the business, balancing regulatory and efficiency considerations.
• Work closely with other teams, such as KYC and Financial Crime, to seamlessly facilitate customer issues and act as an advocate for the customer.
• Treat every interaction as a retention opportunity. Identify at-risk behaviors or sentiments and intervene with high-touch service and real-time conversations, anticipating potential needs and friction to prevent churn.
• Educate customers on how to get the most out of our products, moving the conversation from "fixing a problem" to "adding value."
• De-escalate friction with professional empathy, transparency and confidence, turning negative sentiment into positive advocacy.
• Participate in initiatives and programmes designed to improve customer retention (e.g., re-contacting self-deactivated customers).
• Deliver empowered solutions that solve for tomorrow by proactively addressing future friction points before the customer even identifies them.
• Maintain rigorous adherence to High Volume KPIs and act as a feedback loop for the High Volume Senior Lead and wider management team.
• Document unique case resolutions and creative fixes so individual wins become scalable learnings for the wider team and knowledge base. What We're Looking For
• Essential Experience: 2+ years in a customer-facing role, preferably in a high-volume, high-growth, and complex customer servicing environment (e.g. FinTech, SaaS, Tech).
• Retention Mindset: You understand that support is a revenue-protection function. You are driven by turning a dissatisfied customer into a loyal one.
• Accountability: You close the loop, own the resolution, and invest in your personal development and time management for the benefit of customers.
• Empowerment and Autonomy: You thrive on having the freedom to decide how to deliver the best outcome, within regulatory compliance.
• Creative Problem Solving: You are comfortable working in the "grey" and don’t rely on scripts to help someone; you use critical thinking and teamwork to get things done.
• Communication Expertise: Exceptional written and verbal communication; you can explain complex concepts simply and deliver difficult news with grace.
• Change Agent: You proactively promote and embrace change for relentless improvement. Nice to Have
• Experience in FinTech, SaaS, or Tech industries (preferred).