Customer Support Specialist

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

We're looking for a Customer Support Specialist to join our team in Tallinn. This role is a unique opportunity to apply your subject matter expertise to have a direct impact on Wise's mission, ensuring a seamless experience for our customers globally.

As a Specialist, your mission is to act as a subject matter authority, navigating cross-functional complexities to deliver expert-level resolutions and world-class support across email, phone, and chat to ensure every interaction reflects our commitment to "money without borders."

Here's how you'll be contributing to the Customer Support team:

• Expert problem solving: Take full ownership of complex customer cases, using critical thinking to identify the best resolutions and delivering with high accuracy.
• Navigating complex interactions: Handle high-stakes customer conversations with professional and empathetic communication, especially during challenging moments.
• Cross-Team collaboration: Manage appropriate escalations to specialized teams, including KYC, Complaints, and Payment Operations , to ensure holistic case resolution.
• Peer support: Act as a point of contact for your colleagues, providing peer-to-peer support and sharing your knowledge to help the wider team grow.
• Process improvement: Identify and share feedback on processes and product health, contributing to the continuous improvement of the customer journey.
• Flexibility: Cover a variety of shifts to be there when our customers—and the business—need you most.

Qualifications

• Proven experience: You have at least one year of experience in customer support. Experience in fintech or a high-volume setting is preferred , but not essential.
• Multi-Channel experience: You have a proven track record of supporting customers through phone, chat, and email. While we value experience in any combination of these channels, mastery across all three is a definite plus.
• Technical proficiency: You have strong typing skills (minimum 45 Words Per Minute) and excellent grammar/spelling.
• Advanced communication: Your verbal and written English skills are excellent (C1 level). You can translate difficult, high-level concepts into easy-to-understand language.
• Ownership mindset: You are a self-starter who can work independently, navigate ambiguity, and make sound judgments with minimal supervision.
• Cool under pressure: You excel at taking charge in challenging situations and have the skills to calm and resolve difficult customer interactions.
• Location: You are legally authorized to work in Tallinn, Estonia
• Values: You're a team player who lets our values guide your decisions and you're ready to work full-time (40h/week) on a shift based pattern.

Additional Information

Hiring Process:

• Application review (CV)
• Maki Assessment (Online Skills assessment)
• Interview with the team

Starting salary for this role: 2025 EUR gross monthly

What's in it for you:

• 🚀 RSUs in a rapidly growing company
• 💻 Flexible working model
• 💪 An annual self-development budget
• 🏝️ A paid 6-week sabbatical leave after four years
• ☀️ Paid time off: 28 days vacation + 3 "Me" days + 1 volunteer day, annually

• Click here to learn more about the benefits that we offer at Wise.
• Ready to lead the future of how we move money? Please apply by submitting your CV in English.

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 .