Customer Support Specialist

Job Description

We’re looking for a Customer Support Specialist to join our team in Tallinn. This role is a unique opportunity to apply your subject matter expertise to have a direct impact on Wise’s mission, ensuring a seamless experience for our customers globally.

Your mission: Wise has already pioneered new ways for people to transfer money across borders and currencies. As a Specialist, your mission is to act as a subject matter authority, navigating cross-functional complexities to deliver expert-level resolutions and world-class support across email, phone, and chat to ensure every interaction reflects our commitment to "money without borders."

Here’s how you’ll be contributing to the Customer Support team:

• Expert problem solving: Take full ownership of complex customer cases, using critical thinking to identify the best resolutions and delivering with high accuracy.

• Navigating complex interactions: Handle high-stakes customer conversations with professional and empathetic communication, especially during challenging moments.

• Cross-Team collaboration: Manage appropriate escalations to specialized teams, including KYC, Complaints, and Payment Operations, to ensure holistic case resolution.

• Peer support: Act as a point of contact for your colleagues, providing peer-to-peer support and sharing your knowledge to help the wider team grow.

• Process improvement: Identify and share feedback on processes and product health, contributing to the continuous improvement of the customer journey.

• Flexibility: Cover a variety of shifts to be there when our customers—and the business—need you most.

Qualifications

• Proven experience: You have a mandatory minimum of 1 year of experience working in a customer contact center (Fintech or high-volume environment is preferred).

• Multi-Channel experience: You have a proven track record of supporting customers through phone, chat, and email. While we value experience in any combination of these channels, mastery across all three is a definite plus.

• Technical proficiency: You have strong typing skills (minimum 45 Words Per Minute) and excellent grammar/spelling.

• Advanced communication: Your verbal and written English skills are excellent (C1 level). You can translate difficult, high-level concepts into easy-to-understand language.

• Ownership mindset: You are a self-starter who can work independently, navigate ambiguity, and make sound judgments with minimal supervision.

• Cool under pressure: You excel at taking charge in challenging situations and have the skills to calm and resolve difficult customer interactions.

• Location: You are legally authorized to work in Estonia.

• Values: You’re a team player who lets our values guide your decisions and you’re ready to work full-time.

Additional Information

Hiring Process:

1. Application review (CV)

2. Maki Assessment (Online Skills assessment) 

3. Interview with the team

Salary range for this role: 2025 EUR gross monthly

What’s in it for you:

•  🚀 RSUs in a rapidly growing company

• 💻 Flexible working model 

• 💪 An annual self-development budget

• 🏝️ A paid 6-week sabbatical leave after four years 

• ☀️ Paid time off: 33 days off annually + 3 “Me” days + 1 volunteer day, annually

Click here to learn more about the benefits that we offer at Wise.

Ready to lead the future of how we move money? Please apply by submitting your CV in English.

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.

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