High Value Support Specialist

Responsibilities

• Take end-to-end ownership of customer enquiries, acting as a single point of contact until full resolution.
• Aim for first contact resolution to ensure high-quality outcomes for high-volume customer segments.
• Manage dynamic workflows across multiple channels while maintaining rigorous adherence to KPIs.
• Use creative problem-solving to diagnose complex issues and move beyond standard operating procedures.
• Identify "at-risk" customer behaviors and intervene with high-touch service to drive retention and prevent churn.
• De-escalate friction with professional empathy, transparency, and confidence.
• Document unique case resolutions to create scalable learnings for the wider team and knowledge base.

Requirements

• 2+ years of experience in a customer-facing role, preferably in a high-growth FinTech or SaaS environment.
• Exceptional written and verbal communication skills with the ability to explain complex concepts simply.
• Ability to process large volumes of information from various sources to identify root causes.
• High proficiency with support tools and internal systems.
• A strong retention mindset with a focus on turning dissatisfied users into loyal advocates.
• Proven ability to take ownership of cases and track them relentlessly from first contact to final resolution.

About the Company

Wise is a global technology company on a mission to make moving money across borders instant, convenient, transparent, and much cheaper. We are building a new network for the world's money, designed for everyone, everywhere.