Customer Support Specialist (Spanish Speaker)

Wise; São Paulo; Híbrido; BRL 79 000 - 81 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Language bonus

RSU’s in a growing company

Hybrid environment

Resumo da oferta

Wise is seeking a Spanish Specialist in a hybrid Brazil-based role. You will resolve complex customer inquiries across channels with accuracy, ownership, and a customer-focused approach, supporting Wise mission for everyone, everywhere.

You will navigate diverse interactions, applying empathy and critical thinking to tailor responses and ensure smooth resolutions. Key responsibilities include high-quality support, process adherence, and escalation to KYC/PayOps while maintaining security and

Qualificações

• Minimum of 1 year of customer support experience across multiple channels (phone, chat, email).
• Proven track record of meeting quality standards and adhering to schedules.
• Fluent in English, Portuguese, and Spanish.

Responsabilidades

• Take ownership of contact resolution with critical thinking to identify appropriate responses.
• Meet service goals across KPIs across all channels (phone, chat, email).
• Communicate clearly and professionally with customers, adapting tone to context.
• Escalate to appropriate teams (KYC, Complaints, PayOps) when needed.
• Follow data security procedures and keep accurate records of interactions.

Conhecimentos

Customer-facing experience

Adherence & quality

Language skills

Availability

Compliance

Descrição da oferta de emprego

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 lives 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 and what we offer.

Job Description

Your mission as a Spanish Specialist is to act as a customer support expert who delivers with accuracy and ownership. You will resolve complex issues for all customers while adapting seamlessly to evolving processes and expectations. By maintaining a holistic view of the customer journey, you will ensure our customers feel supported and align the support provided directly with the Wise mission.

As a key player in our support ecosystem, you will navigate multiple channels with a customer-focused mindset. You will use active listening, empathy, and critical thinking to understand the unique requirements of each case, tailoring your responses to ensure resolution and maintaining composure during every interaction.

Key Responsibilities:

Operational Excellence & Support

• High-Quality Support:Take ownership of contact resolution using critical thinking to identify appropriate responses, and understand how to manage and diffuse escalating customer interactions.




• Performance Excellence:Meet service goals across all KPIs—including case resolution, productivity, and quality measures—across all channels (phone, chat, email, etc.).




• Clear Communication:Communicate clearly and professionally with customers, adapting your tone and style based on the customer and context while maintaining strong grammar and spelling.




• Escalation Management:Manage appropriate escalations to other Servicing teams, including KYC, Complaints, and PayOps.




• Security & Compliance:Follow set guidelines for data security procedures, keep accurate records of customer interactions according to standardized case handling processes, and comply with company values and our Code of Conduct.

Continuous Improvement & Collaboration

• Knowledge Sharing:Possess advanced knowledge of all products and processes (including Consumer or Business segment specialization), gain and build knowledge, contribute to team discussions, and provide peer-to-peer support.




• Ownership of Growth:Remain accountable for your own development using Wise’s professional development infrastructure and Career Map, building a strong foundation for advancement into Senior Specialist or Team Lead roles.




• Feedback Mentality:Clearly and professionally communicate with fellow Wisers, give and receive feedback constructively, and identify appropriate routes to elevate and share feedback across teams.




• Process Improvement:Identify opportunities to improve processes and elevate them appropriately to drive efficiency.

Qualifications

• Customer-Facing Experience:Minimum of 1 year of customer support experience in a contact centre, working across multiple channels (phone, chat, email), with a desire to continue growing your career in Customer Support.




• Adherence & Quality:Proven track record of meeting quality standards in a contact centre role, with a strong understanding of how consistent presence and schedule adherence contribute to holistic business needs.




• Language Skills:Fluent inEnglish, Portuguese,andSpanish.




• Availability:Flexibility in working hours and shifts (day, night, weekend, public holidays), including attending team calls and video interactions with other offices.



• Compliance:Must be legally authorized to work in the assigned location and required to complete successful background screening.

Skills & Attributes

• Self-Starter:Able to work independently with knowledge resources, proactive, solution-oriented, and driven by an ownership mindset.




• Exceptional Communicator:Strong communication skills and empathy, with the ability to manage difficult conversations with customers.




• Technical Proficiency:Typing speed of 45 words per minute and a willingness to use emerging technology where appropriate.




• Adaptable:Able to keep up with constant change, patient, flexible, and a great fit for our values and company culture.




• Growth Mindset:Open to feedback and coaching, demonstrating a clear desire for continuous improvement.




• Security Conscious:Understand and strictly follow data security procedures, recognizing their critical importance as data privacy regulations evolve.




• DEI Commitment:Deeply committed to fostering an inclusive and diverse work environment.

Additional Information

The Interview Process:

1. Application Review




2. Short take-home task




3. 1-hour final interview with the Customer Support Team Lead in Spanish and English

Our Benefits:

• Salary:R$6,680 gross per month (CLT) + a7.5% language bonusfor Spanish proficiency.




• RSU’s in a rapidly growing company.




• Flexible working model: Hybrid environment, onsite 3xweek(following the 3-month mandatory onsite training in SP).




• An annual self-development budget.




• Health and dental allowance for you and your dependents.




• Company-paid: Life Insurance, and an EAP program.




• Paid time off: 30 days vacation + 3 “Me” days + 1 volunteer day, annually.




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




• 18-weeks of paid parental leave after a year with us, and child care assistance.




• Transportation vouchers (provided for the onsite training period).




• Food (708 BRL per month) and meal (1,166 BRL per month) vouchers.




• TotalPass access to 3,500 gyms and studios throughout Brazil.

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.