Customer Support Associate

Customer Support Associate

We’re looking for Customer Support Associates to join our Customer Support team at Wise! You'll support our English speaking customers from our new Austin, Texas office! 🚀

Wise has already pioneered new ways for people to transfer money across borders and currencies. Our customers can manage their money with the world’s first platform to offer true multi-currency banking and we’re on a mission: to make money without borders the new normal. We’ve got 13 million customers across the globe and we’re growing. Fast.

You’ll receive a competitive package including a starting salary of $22.25 per hour + Restricted Stock Units (RSUs) in a profitable company + best in class benefits! (more info below 😉)

The projected start date for this role is January 8, 2024. This is a hybrid position located in Austin and NOT fully remote.

Your mission: 

Your mission is to help customers have an excellent experience using Wise. In Customer Support, we focus the majority of our time providing world-class customer support for our English speaking customers via phones and emails. At Wise, our customer support teams understand that making a customer happy is crucially important to a business' success and you make that your goal for every contact. 

You'll support mission by:

Problem solving: Investigating issues with payments, account set up and login, and providing general support to our customers
Communicating: 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

Some of your time is spent on administrative tasks to improve our processes and your development. These include:

• Participating in team meetings, participating in ongoing training sessions, 1 on 1 meetings with your lead, and assessing quality reviews 
• Reviewing other metrics such as: productivity, handling time, QA, and adherence

A bit about you:

Experience: You’re someone who has experience supporting customers via phone and email channels in a high volume environment, preferably in banking or finance

• Flexibility: Open to working days, evenings, weekends, and occasional holidays. Most shifts fall between 8:00am-8:00pm CT, and each agent works 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 8:00am-4:00pm CT schedule while you complete your paid CS training)
• Communication: Phone and email contacts are the main responsibility for this role, 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