Customer Support Associate

Company Description

Wise is a global technology company, building the best way to move and manage the world’s money. Min fees. Max ease. Full speed.

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 life 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.

More about our mission.

Job Description

We’re looking for friendly and adaptable Customer Support Associates to support our English-speaking customers at our new Austin office!

This role is perfect for someone who thrives in a fast-paced environment and is comfortable handling a high volume of calls. If you enjoy solving problems, staying flexible, and tackling new challenges, this is the job for you!

Your Mission:

• To provide our customers with an outstanding experience using Wise. You’ll be helping them through calls, chats, and emails, resolving issues, and ensuring they walk away satisfied. Here’s how you’ll do that:
• Problem solving: Investigating issues with payments, account set-up and login, and providing general support to our customers. 
• Communicating: We communicate with the majority of our customers via phone, this allows us to resolve their issue in an efficient manner.  We need to communicate not only with our customers, but also with our own internal teams to solve problems by being creative, friendly, and solution oriented.
• Teaching: We need to educate our customers that may be new to Wise on how to get the most out of our products.
• Learning: We need to be up to date with our own products to be able to teach our customers about new updates and features.
• Delivering feedback: Sometimes we get feedback from our customers and it’s our job to pass that feedback along to the proper internal teams. We also receive feedback from our peers and leadership to help us improve our performance and development.
• Administrative Tasks: You’ll also spend some time tasks, like team meetings, training sessions, and tracking your performance against key metrics like quality, efficiency, and call handling.

Qualifications

• Experience: You’re someone who is enthusiastic about supporting customers via phone, chat and email channels in a high volume environment, preferably in banking or finance. You're someone who has previous call center experience or experience assisting people over the phone.
• Flexibility: Open to working days, evenings, weekends, and  holidays. Most shifts fall between 8:00am-8:00pm, and each agent works at least 2 weekend days per month. While we consider your scheduling preferences, shifts may change based on customer needs, so we cannot guarantee your preferred shift (Note: Your first 6 weeks will be a 9:00-5:00 EST/8:00am-4:00pm CST schedule while you complete your paid CS training)
• Communication: Phone and chats are the primary responsibilities for this role, emails are secondary, so communication skills are key. This includes exceptional verbal & written English skills, active listening, speaking in a friendly and professional tone, and conveying information in an easy to understand manner.
• Empathy and conflict resolution: It's important to empathize with customer’s situations and remain patient throughout the conversation. Occasionally, you may encounter irate or dissatisfied customers. Strong conflict resolution skills help defuse tension, address concerns, and find mutually beneficial resolutions.
• Time management: Efficiently managing your time in an ever changing environment ensures you handle customer contacts promptly and effectively. This involves prioritizing tasks, adhering to your schedule, and providing timely resolutions to exceed performance metrics and deliver a great customer experience
• Technical skills: You’re computer literate and technically savvy, with strong typing skills of at least 35 words-per-minute, and fluent in navigating computer systems and tools, ideally with an understanding of CRMs such as Twilio or ZenDesk, and other tools such as Slack, Zoom, Google Suite, etc.
• Growth oriented: You understand that an open feedback culture is there to help you grow. You challenge ideas, not people. You're able to own up to your mistakes and you follow through when you say you will. You proactively seek out resources, information, and opportunities for development.