Customer Support Specialist (Spanish Speaker - Nightime)

Wise; São Paulo; Híbrido; BRL 75 000 - 95 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Language bonus

RSUs

Flexible remote work

Annual self-development budget

Health and dental allowance

Life Insurance

Paid time off

Sabbatical leave

Parental leave

Transportation vouchers

Food vouchers

TotalPass gym access

Resumo da oferta

Wise is seeking a Customer Support Specialist to be the first point of contact for customers, handling complex issues across phone, chat, and email with empathy and ownership. The role is remote-first, with mandatory onsite training in São Paulo for the first month, after which it transitions to remote work.

Candidates should have at least 1 year of customer-facing experience and be fluent in English and Spanish.

Qualificações

• 1 year in a customer-facing role, fintech/telecom preferred.
• Fluent in English and Spanish.
• Legally eligible to work in Brazil; able to commute to São Paulo for first month training.

Responsabilidades

• Provide world-class support via phone, chat, and email.
• Resolve customer issues with empathy and minimal escalation.
• Meet KPIs for resolution rate, quality, and handling time.
• Communicate professionally, adapting tone to customer context.
• Maintain records and follow data privacy procedures.

Conhecimentos

Customer-facing experience

English fluency

Spanish fluency

Shift flexibility

Ferramentas

ChatGPT

Google Gemini

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 is to be the first point of contact for our customers, acting as a skilled problem solver and customer advocate. Because our Customer Support team forms a large part of the company’s public profile, all inquiries must be handled with the utmost competence, ownership, and empathy.

As aCustomer Support Specialist,you will handle complex issues across phone, chat, and email, delivering outstanding experiences while navigating ambiguity and upholding Wise’s mission of money without borders. You will be responsible for end-to-end case resolution, ensuring our customers feel supported every step of the way.

Important Note on Location:This is aremote-firstrole; however, it ismandatory to be onsite in our São Paulo office for the first monthto complete initial training. During this first month, you will workMonday to Friday, 9:00 AM – 5:00 PM. After training is complete, the role transitions to a remote working model.

Key Responsibilities

Operational Excellence & Support

• High-Quality Support:Provide world-class assistance via phone, chat, and email with a focus on solving problems thoroughly the first time.

• Sound Judgment:Resolve customer contacts and queries with empathy and minimal escalation, using advanced product and process knowledge.

• Performance Excellence:Consistently meet performance targets across KPIs such as resolution rate, quality, and handling time.

• Clear Communication:Communicate professionally, adjusting your tone and style based on the customer’s specific context and needs.

• Security & Compliance:Maintain accurate records and strictly follow security and data privacy procedures across all channels.

Continuous Improvement & Collaboration

• Knowledge Sharing:Proactively contribute to team discussions, knowledge sharing, and the continuous improvement of our processes.

• Ownership of Growth:Take responsibility for your own learning through performance feedback, coaching from Team Leads, and the Wise Career Map.

• AI Proficiency:Comfortable using prompting for AI tools (e.g., ChatGPT, Google Gemini) to enhance efficiency and problem-solving.

• Embody Wise Values:Act as a culture carrier, upholding Wise’s values in every daily interaction.

Qualifications

Experience & Background

• Customer-Facing Experience:Minimum of 1 year in a customer-facing role, preferably within fintech, banking, telecom, or global contact centers.

• Language Skills:Fluent inEnglishandSpanish(the supported language for this specific queue).

• Work Eligibility:Must be legally authorized to work in Brazil and located in/able to commute toSão Paulofor the first month of training.

• Availability:Flexibility to work various shifts, including mornings, evenings, weekends, and public holidays (schedules are fixed at the start of each month).

Skills & Attributes

• Self-Starter:Able to work independently, navigate knowledge resources, and maintain a solution-oriented mindset.

• Exceptional Communicator:Strong written and verbal communication skills in both English and French.

• Adaptable:Capable of keeping up with constant change while remaining patient and flexible.

• DEI Commitment:Passionate about fostering an inclusive and diverse work environment.

• Tech-Savvy:Comfortable navigating various software and interested in utilizing AI tools to streamline workflows.

Additional Information

The Interview Process

1. Application Review

2. Short take-home task

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

Please note, only resumes provided inEnglish will be considered.

Our Benefits

• Salary:R$6,680 gross per month (CLT) + a 7.5% language bonus for Spanish proficiency. Additionally, a 20% bonus is added for night shift hours worked in the previous month

• RSU’s in a rapidly growing company.

• Flexible working model:Remote-first (following the 1-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