Customer Support Specialist

Wise; Hyderabad; On-site; INR 360,000 - 600,000; Full time

Job summary

Wise is seeking a Customer Support Specialist in Hyderabad to be the first point of contact for customers across phone, chat, and email. You will handle complex issues with ownership and empathy, delivering outstanding service while adapting to change and maintaining Wise's mission.

The role requires 2 years of voice/inbound support experience and excellent English, with night shifts and rotating schedules.

Qualifications

• Graduate in any discipline.
• 2 years of customer service experience, with at least 2 years in a voice/inbound call role.
• Excellent spoken and written English.
• Proficiency with computers, CRM or ticketing tools, and working across multiple applications at once.
• Willingness to work rotating shifts, weekends and holidays as per queue requirements.

Responsibilities

• Provide high-quality support via phone, chat, and email with a focus on end-to-end case resolution.
• Resolve customer queries with sound judgment, empathy, and minimal escalation.
• Meet performance targets across KPIs such as resolution rate, quality and handling time.
• Demonstrate advanced product and process knowledge for the assigned region or queue.
• Communicate clearly and professionally, adjusting tone based on customer context.
• Maintain accurate records using standardized case-handling processes.
• Follow security and data privacy procedures across channels.
• Proactively contribute to knowledge sharing and team discussions.
• Take responsibility for learning and development through performance feedback and coaching.

Skills

Customer support

Voice/phone support

English fluency

CRM tools

Shift flexibility

Education

Graduate in any discipline

Tools

CRM or ticketing tools

Job 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

As a Customer Support Specialist at Wise you are the first point of contact for our Customers. You are a skilled problem solver and customer advocate. You handle complex issues with ownership and empathy across phone, chat, and email - delivering outstanding customer experiences while adapting to change, navigating ambiguity, and upholding Wise's mission of money without borders.

Location: Hyderabad - Work from Office

Shift: Night Shift

Key responsibilities

• Provide high-quality support via phone, chat, and email with a focus on end-to-end case resolution.
• Resolve Customer contacts and queries with sound judgment, empathy, and minimal escalation.
• Meet performance targets across KPIs such as resolution rate, quality and handling time.
• Demonstrate advanced product and process knowledge for the assigned region or queue.
• Communicate clearly and professionally, adjusting tone and style based on customer context.
• Maintain accurate records using standardized case-handling processes.
• Follow security and data privacy procedures across all channels.
• Proactively contribute to knowledge sharing, team discussions, and continuous improvement.
• Take responsibility for your own learning and development through performance feedback, Wise's Career Map and coaching from Team Leads.
• Embody and uphold Wise's values in daily interactions.

Qualifications

• Graduate in any discipline
• 2 years of customer service experience, with at least 2 years in a voice/inbound call role
• Excellent spoken and written English
• Proficiency with computers, CRM or ticketing tools, and working across multiple applications at once
• Willingness to work rotating shifts, weekends and holidays as per queue requirements

Preferred

• Experience in fintech, banking, payments or financial services support
• Exposure to KYC, AML or fraud-related customer handling
• Track record of meeting KPIs such as CSAT/quality scores and AHT
• Experience supporting international customers across time zones