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 DescriptionRole/Job purpose
A Specialist is a customer support expert who delivers with accuracy and ownership, resolving complex issues for all customers while adapting seamlessly to evolving processes and expectations.
Responsibilities
Customer Interaction & Service Delivery
● Meet service goals in all the KPIs eg. case resolution, productivity and quality measures across all channels (eg- phone, chat, emails, etc).
● Communicate clearly and professionally with customers across all channels, adapting tone and style based on customer and context while maintaining composure and professionalism.
● Take ownership for the resolution of contacts, using critical thinking skills to identify the appropriate responses.
● Maintain a customer-focused mindset to resolve contacts, using active listening and empathy to understand the unique requirements of each case and tailoring responses to ensure resolution.
● Understand how to manage and diffuse escalating customer interactions.
● Manage appropriate escalations to other Servicing teams including KYC, Complaints and PayOps.
Knowledge & Skills
● Possess advanced knowledge of all our products and processes, including segment specialisation for Consumer or Business.
● Demonstrate strong grammar, spelling, and typing speed.
● Maintain a holistic view of the customer journey.
● Aligning support provided to customers with the Wise mission.
● Gain and build knowledge and contribute to the team discussions - sharing ideas and information
Process, Compliance & Improvement
● Follow the set guidelines while handling data security procedures across all channels.
● Keep records of customer interactions according to company standards by following the standardised case handling processes.
● Identify opportunities to improve processes and escalate appropriately.
● Comply with the company values and Code of Conduct.
Team Collaboration & Professional Development
● Communicate clearly and professionally with fellow Wisers.
● Have a feedback mentality, being able to give and receive feedback in a constructive manner.
● Provide peer-to-peer support to help colleagues resolve cases where appropriate.
● Accountable for their own development with the support of Wise’s professional development infrastructure in line with the Career Map.
● Identify the appropriate routes to escalate and share feedback within and across teams.
● Build foundation for advancement into Senior Specialist or Team Lead roles.
Qualifications:
Experience:
* Has a minimum one year customer support experience in a contact centre and a desire to continue to grow their career with Customer Support.
* Experience working across multiple channels (phone, chat, email)
Adherence: Proven track record of meeting quality standards in a contact centre role.
Language: Fluent in English and in Arabic
Communications: Strong communications skills and empathy, with the ability to manage difficult conversations with customers.
Technical requirements: Typing speed: 45 words per minute
Flexibility:
* Flexibility in working hours/shifts (day, night, weekend, public holidays shifts). Specialists may be required to attend team calls, including video interaction with other offices
* Able to understand the direct contribution of consistent presence and schedule adherence to holistic business needs.
Mindset:
* Self starter, able to work independently with knowledge resources, proactive, solution oriented, ownership mindset.
* Great fit to our values and company culture.
* Able to keep up with constant change, patient, and flexible.
* Willingness to use emerging technology where appropriate
Feedback: Open to feedback and coaching, with a clear desire for continuous improvement.
Security: Understanding and following data security procedures is critical, especially as data privacy regulations evolve.
Inclusivity: Commitment to fostering an inclusive and diverse work environment
Compliance:
* Must be legally authorized to work in the assigned location.
* Required to complete successful background screening.
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.
Skills Required
- Minimum one year of customer support experience in a contact center
- Experience supporting customers across phone, chat, and email channels
- Fluency in English and Arabic
- Proven record of meeting contact center quality standards
- Typing speed of at least 45 words per minute
- Strong communication skills and empathy, including the ability to manage difficult conversations
- Flexibility to work day, night, weekend, and public holiday shifts
- Ability to work independently, take ownership, and adapt to constant change
- Willingness to use emerging technology where appropriate
- Ability to follow data security procedures and evolving privacy regulations
- Legally authorized to work in the assigned location
- Successful completion of background screening
What We Do
Wise is a global technology company, building the best way to move and manage the world's money. With Wise Account and Wise Business, people and businesses can hold 40 currencies, move money between countries and spend money abroad. Large companies and banks use Wise technology too; an entirely new network for the world's money. Launched in 2011, Wise is one of the world’s fastest growing, profitable tech companies. In fiscal year 2025, Wise supported around 15.6 million people and businesses, processing over $185 billion in cross-border transactions and saving customers around $2.6 billion.
Why Work With Us
We’re truly global in who we are, how we work, and how we build. Everything we do is centred around creating a world of money that’s fast, easy, fair. And open to all. Everyone who works here owns a piece of Wise, from the work they do, to the stock they hold.
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Wise Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We expect new joiners in the office most days to build connections and learn from colleagues for their first six months. After that, most Wisers split their working week between the office and home, typically coming in at least 12 times a month.
