Total 3 job vacancies by Wise

As a Customer Support Associate 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.

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.
  

Requirements:

Professional Experience (Strongly Preferred):

• 1 year minimum Customer-facing experience, preferably in fintech, banking, telecom, or global contact centers.

Communication proficiency:

• Strong English written and verbal communication skills.

• Strong written and verbal Cantonese language skills to to support our Cantonese-speaking customers in Hong Kong.

Work Schedule and Flexibility:

• Flexibility in working hours and shifts. This can include morning, evening, weekend, and public holiday shifts when applicable.

• Working hours will be fixed at the start of the month, but activities during the shift can be flexible.

Work Environment:

• Follow working from home guidelines where applicable.

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

Ways of working: 

• Agents may be required to attend team calls and other internal activities, including but not limited to video interactions with other offices.

• Open to feedback and coaching, with a clear desire for continuous improvement.

Skills and Attributes:

• Self-starter, able to work independently with knowledge resources, proactive, solution-oriented, and possess an ownership mindset.

• Comfortable using prompting for AI tools e.g. ChatGPT, Google Gemini, etc.

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

• Great fit with our values and company culture.

Commitment to Diversity and Inclusion:

• Commitment to fostering an inclusive and diverse work environment (DEI).

Data Security and Compliance:

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

• Background Checks: Clean background checks when joining and clean re-checks.

Attendance and Availability:

• In case of absence or sick leave, agents are required to adhere to the company policies and processes.

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: 5.2 LPA + RSU (Restricted Stock Units)
Location: Hyderabad - Work from Office
Shift: Rotational

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.

At Wise, our global audiovisual team is the backbone of seamless events and meetings. We ensure all AV equipment is perfectly poised for action across our offices worldwide. If you are an experienced AV professional with a passion for live production and confident in taking on complex challenges, we want you on our team in São Paulo. As a Level 2 Technician, you will be a key player in the technical delivery of our cross-company events and take true ownership of our event spaces in our soon to be opened new office. You will independently drive solutions, orchestrate live shows, and be a vital partner who understands exactly where the team can have the most impact.

What you’ll do:

• Orchestrate the technical delivery of diverse, cross-office events, understanding how internal events work and taking responsibility for setting up and operating them.

• Act as the local technical lead during live events, seamlessly switching between critical roles such as managing Zoom, camera control, streaming via Vimeo.

• Deliver the best AV experiences for in-room and remote participants using Google Meet, Zoom, Vimeo and various other hardware that we use in our offices (Q-SYS, Logitech, Neat, etc)

• Maintain and upgrade AV solutions in our offices while working together with Wise’s Workplace team to keep the AV systems up-to-date and automated where necessary and possible (office refurbishments and new offices)

• Take ownership of our audiovisual tools across both meeting rooms and dedicated event spaces.

• Partner closely with internal communications and event teams, developing comprehensive runbooks and looking at these spaces from Wiser's point of view to continuously seek improvements.

• Confidently perform under pressure when facing issues with meeting rooms or event setups, including changing mics, adjusting cameras, and working alongside external integration partners.

• Troubleshoot basic audiovisual signal flows in our meeting room environment to ensure presenters have a flawless experience.

• Work on additional AV services relevant to the employee experience such as digital signage systems and room bookings

• Deal with support related service requests and incidents for the supported technologies and infrastructure together with other IT support teams

• Vendor & Project Management: Coordinate with external vendors for office enhancements and structural changes; oversee project timelines from inception to completion.

• AV & Tech Oversight: Field internal AV requests, managing stakeholder expectations by balancing technical feasibility with budget constraints.

• Strategic Budgeting: Identify practical, cost-effective solutions for office upgrades without compromising quality or functionality.