Customer Support Associate Jobs

Customer Support Associate

We're looking for English speaking Customer Support Associates to join our growing team of Customer Support Rockstars at Wise! You'll support our North American customers from our new Austin, Texas office!

Wise has already pioneered new ways for people to transfer money across borders and currencies. Our customers can manage their money with the world's first platform to offer true multi-currency banking and we're on a mission: to make money without borders the new normal. We've got 13 million customers across the globe and we're growing. Fast.

And it's not just our business that's growing fast, our team is growing too!

We work differently and we're proud of it! At Wise you'll have the opportunity to have real impact, grow your skill set and work across our entire business.

You'll receive a competitive package including a starting salary of $22.25 per hour + Restricted Stock Units (RSUs) in a profitable company + best in class benefits! (more info below )

Read more about our open roles and Wise here: https://www.wise.jobs.

The projected start date for this role is June 26, 2023. This is a hybrid position located in Austin, Texas and NOT fully remote.

Your mission:

Your mission is to help customers have an excellent experience with Wise via phones and emails. This isn't your normal call center and our Customer Support Associates are here to help millions more potential customers save money by using Wise!

• Understand that making a customer happy is crucially important to a business's success and you make that your goal for every contact
• Provide world-class customer support via email and phone channels for English speaking customers all over the world
• Be creative, friendly, and solution-oriented with customers and colleagues
• Understand the need to meet expectations, rise above them, and go that extra mile for customers

This role will give you the opportunity to:

• Make an Impact - We're all about intellectual curiosity, growth, and a solution-oriented mindset, because after all, this isn't just a job to us!
• Inspire Teams - With your ideas, knowledge, self-starting attitude, and customer insight, you'll directly drive innovation and help us make money borderless! Whatever the mission, we get it done!
• Work Globally - Our customers are all over the world and our team members are just as diverse. We're 4000+ Wisers strong, with over 90 nationalities working in offices from Austin to Singapore, and several places in-between
• Be Yourself - We're looking for team members who have friendly personalities that are fun to work with! We're not interested in drama, only good Karma!

A bit about you:

• You're technically inclined. You're quick behind the keyboard, with a typing speed of at least 35 words-per-minute and you can learn new software and systems quickly - Knowledge of CRM tools (like Zendesk, Twilio, or similar) that support phone and email channels would be helpful
• You're organized. You're methodical in your approach, with a solution-oriented mindset and the ability to multitask. Your lead will help you develop and remove blockers if they can, but they won't stand over your shoulder. Your Lead will be entrusting you with the autonomy to meet and exceed your performance metrics and also deliver a great customer experience
• You're flexible. Open to working days, evenings, weekends, and occasional holidays. While your scheduling preferences are taken into consideration, the scheduling requirements can change based on our customer's needs, so we can't guarantee you your preferred shift and shifts can change over time. For the North America teams, most shifts fall between 8:00am - 8:00pm CT, and each agent works 2 weekend days per month (for at least your first month and a half would be a 8:00am-4:00pm schedule while you complete your initial paid CS training)
• You're ideally someone who has worked in customer support before (preferably in banking or finance), but we're willing to work with the right person, whatever your experience. We're looking for genuine people who work hard and love helping others, so if that sounds like you, tell us why you're a great fit!
• You're growth-oriented. You understand that an open feedback culture is there to help you grow. You crave information and love learning new things. You challenge ideas, not people. You see every challenge as a learning opportunity and you're adaptable, learning new systems and processes quickly. You understand the need for a solid foundation within your role, and can commit to this role for 12 months before applying to a new position outside of Customer Support at Wise.
• You have exceptional verbal & written English skills - Phone and email contacts are the main responsibility for this role, so clear communication is key, and we'll be evaluating yours all the way through from your application to the final interview
• You're a team-player. You're straight up and honest. You're able to own up to your mistakes and you follow through when you say you will.
• You're cool under pressure. You take charge in challenging situations and you keep your composure if things get tense - a fast-paced, ever-changing environment is where you thrive

Also...

• Any additional languages are always welcome!
• Must already be legally authorized to work in the US, we cannot provide Visa sponsorship for this role
• You've got at least a high school diploma or GED equivalent
• This role is based in Austin, Texas, where we currently have a co-working space in North Austin. This is a hybrid position and NOT fully remote.

Key benefits:

• 401k with up to a 4% employer match
• ✈️ Wisers can work remotely for 90 days a year. By 'remote' we don't just mean from home, but from wherever in the world you choose to
• 18-weeks of paid parental leave, after a year with us
• Medical, dental, & vision insurance – including HSA and FSA options
• $22.25 per hour starting salary
• An annual self-development budget
• ️ 25 days PTO, 15 sick days, 11 paid holidays, 5 compassionate leave days, 3 "Me" days and 1 volunteer day, annually
• RSU's in a rapidly growing company
• 5% additional salary differential for Spanish, Portuguese, or French languages
• Company-paid: Life Insurance, Short & Long-Term Disability, and an EAP program
• 2023 Austin BuiltIn Best Award winner for Best Places to Work and Best Large Places to Work
• ️ A paid 6-week sabbatical leave after four years
• ️ Here's more info on our benefits in Austin
• Hybrid working model – a mix of working from home and from the office

We're people without borders — without judgement or prejudice, too. We want to work with the best people, no matter their background. So if you're passionate about learning new things and keen to join our mission, you'll fit right in.

And because we believe that diverse teams build better products, we'd especially love to hear from you if you're from an under-represented demographic.

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