Customer Support Specialist (Spanish Speaker - Nightime - 3 am shift)

Wise; Brasil; Hybrid; BRL 89,000 - 100,000; Full time

Benefits offered by this job

RSUs

Flexible work model

Self-development budget

Health and dental

Life Insurance

Paid time off

Sabbatical

Parental leave

Transportation vouchers

Meal vouchers

Gym access

Job summary

Wise in São Paulo is seeking a Customer Support Specialist to be the first contact for customers, solving problems with ownership and empathy. The role starts onsite for 45 days of training, then moves to a fully remote model, with a requirement to reside in the Greater São Paulo area or relocate there.

Expect flexible schedules including weekends/holidays and an early shift at 3:00 AM during training. Base pay is BRL 6,680 plus a 20% night premium; total compensation reflects worked hours.

Qualifications

• Excellent problem solving and empathy for customers.
• Ability to handle complex issues across phone, chat, and email.
• Willingness to work early morning shifts and weekends.

Responsibilities

• Provide world-class support via phone, chat, and email with a focus on solving problems on the first contact.
• Resolve customer queries with empathy and minimal escalation using product/process knowledge.
• Meet performance targets across KPIs like resolution rate, quality, and handling time.
• Communicate professionally, adapting tone to the customer’s context.
• Maintain records and follow security/data privacy procedures across channels.

Skills

empathy

problem solving

communication

ownership

AI proficiency

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 a Customer 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 a remote-first role; however, candidates are required to work onsite at our São Paulo office for 45 days to complete the initial training. During this period, the working schedule will be Monday to Friday, from 9:00 AM to 6:00 PM. Once the training is completed, the role will transition to a fully remote working model. Please note that, even though this is a remote position after the training period, candidates must either currently reside in the state of São Paulo or be willing to relocate to São Paulo.

Schedule: This is a remote position open exclusively to candidates who reside in the Greater São Paulo area. The position requires flexibility, as the work schedule may include weekends and holidays. Candidates must be comfortable working an early‑morning shift starting at 3:00 AM. The first 45 days will consist of initial training, which will take place from 9:00 AM to 6:00 PM. After the training period, the position will transition to a fully remote schedule, working from 03:00 AM to 11:00 AM.

Base Salary: BRL 6.680 + 20% night additional payment. The 20% night premium is paid over worked hours during the month. Not over flat base salary.

*Please note, only resumes provided in English will be considered*

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.

Our Benefits

• RSU's in a rapidly growing company
• Flexible working model
• 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
• 8‑weeks of paid parental leave, after a year with us and child care assistance
• Transportation vouchers
• Food (730 BRL per month) and meal (1,188 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.

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 .

For everyone, everywhere. We're people bui