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

Wise; United States; Remote; USD 50,000 - 80,000; Full time

Benefits offered by this job

RSUs

Health & dental allowance

Self-development budget

Paid time off: 30 vacation days, 3 Me/

Job summary

Wise is seeking a dedicated Customer Advocate to be the first point of contact for customers, delivering fast, accurate solutions across phone, chat, and email. You will navigate ambiguity while resolving end-to-end cases with a customer-first approach.

The role offers a remote work setup with a compensation package that reflects market standards, plus RSUs and a focus on work-life balance. Training begins on-site in São Paulo before transitioning to full remote work.

Qualifications

• Strong problem solving and decision-making abilities.
• Excellent written and verbal communication.
• Customer-focused mindset with ability to navigate ambiguity.

Responsibilities

• Be the first point of contact for customers and resolve complex issues.
• Deliver high-quality support across phone, chat, and email with clear communication.
• Meet and strive to exceed KPIs like resolution rate, quality, and handling time.
• Contribute to team discussions and share knowledge for continuous improvement.

Skills

Problem solving

Effective communication

Customer advocacy

Job description

• Your mission is to be the first point of contact for customers, acting as a skilled problem solver and customer advocate.
• Handle complex issues across phone, chat, and email, delivering outstanding experiences while navigating ambiguity.
• Be responsible for end-to-end case resolution, ensuring customers feel supported every step of the way.

Key Responsibilities:

• Provide high-quality support with sound judgment and clear communication.
• Consistently meet performance targets across KPIs such as resolution rate, quality, and handling time.
• Proactively contribute to team discussions, knowledge sharing, and continuous improvement.

Additional Information:

• This is a remote position open to candidates residing in the Greater São Paulo area.
• The schedule includes weekend and holiday availability, with an early-morning shift starting at 3:00 AM.
• Initial 45-day training is on-site in São Paulo; after that, the role becomes fully remote.
• RSUs in a rapidly growing company and a flexible working model.
• Annual self-development budget and health and dental allowance for you and your dependents.
• Paid time off, including 30 vacation days, 3 “Me” days, and 1 volunteer day, plus a 6-week sabbatical after four years.

Wise

Wise is a global technology company building the best way to move and manage money internationally. With a large, diverse team, they foster a culture of innovation and inclusion.