Customer Support Associate, Wise
$24.00 per hour + RSUs
More information about location
1-5 days a week in office
Money without borders
Job no longer available
Money without borders
1001+ employees
Job no longer available
$24.00 per hour + RSUs
More information about location
1-5 days a week in office
1001+ employees
Company mission
We’re on a mission. And it’s money without borders. Instant, convenient, transparent and — eventually — free.
Role
Who you are
- 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!
- 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
- 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 authorized to work in the US, we cannot provide Visa sponsorship for this role
What the job involves
- We’re looking for friendly and adaptable Customer Support Associates to support our English-speaking customers at our new Austin office!
- 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
- 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
Application process
- Projected start date for this role is December
Our take
Wise started when the two founders realised they would be better off trading Estonian kroons for British pounds (and vice versa) between themselves rather than going through banks. That was back in 2011, and they've since grown Wise into one of Europe's most successful tech businesses, exchanging billions of currency every month.
Wise rapidly grew by solving a significant problem for customers, who lost too much money to banks when exchanging currency. They've attracted investment from some of the best investors in the world, from Andreesen Horowitz to Index Ventures and even Richard Branson.
The challenge for Wise will be maintaining their edge and brand power in a market that's becoming increasingly crowded with new entrants (like Revolut and Monzo) and incumbents (traditional banks) trying to catch up. To do so, the company is ramping up its digital and marketing strategies, as well as pushing for further development of its existing products.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
38% employee growth in 12 months
Company
Employee endorsements
Flexible working
"I'm trusted to do my work regardless of whether I'm in the office or working from my spare room. Our mobile wiser scheme gives us the opportunity to..."
Funding (last 2 of 7 rounds)
Nov 2017
$280m
SERIES E
May 2016
$24.6m
SERIES D
Total funding: $395m
Company benefits
- Medical Insurance
- Health and Wellbeing Discounts
- 25 days holiday (excl. bank holidays) + 3 Me Days
- RSUs (Restricted Stock Units)
- 6 Week Paid Sabbatical
- Mobile Wiser - work remote for up to 90 days a year 🛫
- Parental Leave
- Pension and Retirement Plans
- Plus Many More!
Company values
- This isn’t just a job, we’re a revolution
- We get it done
- Customers > team > ego
- No drama. Good karma.
Company HQ
London, UK
Articles
Leadership
Taavet Hinrikus
(Chairman)Previously Director of Strategy for Skype.
Kristo Käärmann
(CEO)Previously a Consultant at PwC and Manager at Deloitte.
People progressing
Joined as Banking Lead, promoted to Head of Banking after 2 years, then again to Global Head of Banking.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
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Diversity, Equity & Inclusion at Wise
- Communities and safe spaces (Employee Resource Groups) – led by our Wisers so people can share experiences and information, support each other and connect on shared values
- Wise Cultural Calendar – a programme to learn and celebrate the wide range of cultures, traditions, backgrounds, and global experiences we have here at Wise. Example programmes include Pride Summer and Black History Month
- Our teams continue to set and drive their own bespoke objectives, holding themselves accountable and making sure they focus efforts where they can have the most impact
- We’re excited to partner with InChorus to collect ongoing data on our culture and enable teams to track their progress
- DEI development and training — We’re building our capability and getting everyone on the same page about DEI. Our new training programme will help new joiners and all Wisers know what DEI looks like day-to-day and how they can play their part
- Global policy review — We’re working with an external advisor to provide detailed feedback on best practices in policies by end January
- Disability inclusion – We’re building resources and support for Wisers and candidates with disabilities. Our goals is to offer practical information and support to ensure that Wise remains an inclusive environment for those impacted by a disability
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