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 Customer Support Associates to join our Customer Support team at Wise! You'll support our English-speaking customers, in a call center-like environment, from our new Austin office!

We are seeking candidates that are comfortable with a high volume of phone calls and demonstrate adaptability to changes in a fast-paced environment. The ideal candidate should be flexible and able to embrace new challenges.

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 $22.50 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 June. This is a hybrid position located in Austin, TX and NOT fully remote.

During the probationary period, you will be expected to be in office every day. Once the probationary period has ended, the expectation is that you are in office for a minimum of 12 days per month.

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, chats, and emails.

At Wise, our customer support teams understand that making a customer happy and resolving their issue is crucially important to a business' success and you make that your goal for every contact. You'll support that mission by:

• 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.

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 and discussing your performance as it pertains to your metrics. Performance metrics include but are not limited to quality assurance, handling time, phone call pick-up rate, and adherence.

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 empathise 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 prioritising 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.

• Adaptability: Wise serves customers and supports products all over the globe, so things change quickly and often, and adaptability is vital. You take ownership over your work and you see every challenge as a learning opportunity, using all the tools and resources at your disposal to investigate issues and find solutions.

Additionally: You've got at least a high school diploma or GED equivalent, and must already be legally authorised to work in the US, we cannot provide Visa sponsorship for this role.

Additional Information

• Click here to see the benefits we offer!
• Click here to learn more about careers in Compliance at Wise

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For everyone, everywhere. We're people building money without borders - without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.

We're proud to have a truly international team, and we celebrate our differences.

Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.

If you want to find out more about what it's like to work at Wise visit Wise.Jobs.

Keep up to date with life at Wise by following us on LinkedIn and Instagram.