Customer Support Associate

Company 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!

What We Do at Wise: At Wise, we’re transforming how money moves across borders. With over 13 million customers worldwide, we’ve created the first truly global, multi-currency banking platform. Our mission? To make money without borders the new normal.

Job Description

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.

What You’ll Get:

• A competitive salary of $24.00 per hour
• Restricted Stock Units (RSUs) in a profitable company
• Best-in-class benefits to support you at work and in life

This role is based in Austin and projected start date for this role is December: Our team works in-office in Austin, TX. During the first few months (your probationary period), you’ll need to be in the office every day. After that, you’ll have the flexibility to work from home some days, with the expectation to be in the office at least 12 days per month.

Qualifications

A Bit About You:

• 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 lite