High Volume Support Specialist

Responsibilities

• Take full cradle-to-grave ownership of customer enquiries, acting as a single point of contact to ensure first-contact resolution.
• Manage high-volume workflows across multiple channels while maintaining high service quality and empathy.
• Identify "at-risk" customer behaviors and intervene with high-touch service to drive retention and loyalty.
• De-escalate complex situations with professional empathy and transparency to turn negative experiences into positive advocacy.
• Collaborate with internal teams like KYC and Financial Crime to facilitate resolutions and advocate for the customer.
• Provide feedback to management by performing root cause analysis on recurring trends, product bugs, and process friction.

Requirements

• 2+ years of experience in a customer-facing role, ideally within a high-volume, high-growth environment.
• Proven ability to handle complex problem-solving with a high degree of autonomy and accountability.
• Exceptional written and verbal communication skills, with the ability to explain complex concepts simply.
• A retention-focused mindset with a drive to turn dissatisfied users into loyal promoters.
• Tech-savvy with the ability to navigate multiple support tools, CRMs, and internal systems efficiently.
• Experience in FinTech or SaaS is highly preferred.

About the Company

Wise is a global technology company on a mission to make moving money borderless—instantly, and with much lower fees. We are building a new network for the world's money, making it easier, faster, and more transparent for everyone, everywhere.