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 DescriptionYou will be joining a dynamic Operations team, acting as the strategic "defense" line for our highest-volume Consumer and Business customer segments. We are looking for superstars in customer retention and complex support. You will report to the High Volume Team Lead, and work to provide a level of service so exceptional that it turns our most valuable customers into our most passionate advocates.
Why this role?
Solve a High-Stakes Challenge: The customers you will be serving are moving large amounts of money. This can be an anxious time for them, making your role critical in delivering high effective support right at the heart of our mission.
Make a Direct Impact: This isn't a standard support role. Your North Star metric is retention. You will directly impact the business by turning every interaction into a reason for the customer to stay.
Empowered Environment: You will operate in a fast-paced environment where efficiency meets empathy. You are empowered to make decisions and solve complex problems and remain compliant with regulations.
Growth: You will act as the "eyes and ears" on the ground, feeding vital insights back to the leadership. You will have ample room to grow your analytical skills, shape the customer experience, and advance in a high-growth environment.
Your Mission
Take end-to-end ownership of customer enquiries and issues, acting as the single point of contact until the issue is entirely resolved.
Aim for first contact resolution, demonstrating a commitment to getting the right outcome rather than just completing a task.
Manage a dynamic workflow across different channels and stakeholders, ensuring high-volume demand is met without ever sacrificing quality.
Apply creative, out-of-the-box thinking to diagnose complex issues, moving beyond standard operating procedures to find solutions that work for both the customer and the business.
Treat every interaction as a retention opportunity, identifying "at-risk" behaviors and intervening with high-touch service to prevent churn.
Actively educate customers on how to get the most out of our products, shifting the conversation from "fixing a problem" to "adding value."
De-escalate friction with professional empathy, transparency, and confidence.
Maintain rigorous adherence to High Volume KPIs while proactively addressing future friction points before the customer even identifies them.
Actively document unique case resolutions, ensuring that your individual wins become scalable learnings for the wider team and our knowledge base.
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
- Experience handling high-volume, high-value customer accounts
- Strong focus on customer retention and reducing churn
- Proven ability to take end-to-end ownership of customer issues
- Experience achieving first contact resolution
- Multi-channel support capability (managing workflows across channels and stakeholders)
- Creative problem-solving and decision-making beyond standard procedures
- Strong de-escalation, empathy, and communication skills
- Ability to meet and maintain high-volume KPIs
- Experience documenting case resolutions and contributing to knowledge bases
- Adherence to regulatory and compliance requirements in customer interactions
What the Team is Saying
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Wise Compensation & Benefits Highlights
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Equity Value & Accessibility — Equity is granted to all employees via time‑based RSUs/stock awards, aligning staff with company performance. This broad accessibility makes ownership a core part of total rewards.
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Leave & Time Off Breadth — Policies include a global minimum of 33–36 paid days off and a paid six‑week sabbatical after four years with a cash stipend. The sabbatical is positioned as a standard milestone benefit in addition to annual leave.
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Parental & Family Support — Wise commits to a minimum of 18 weeks’ fully paid parental leave for birth or adoption across many offices. Eligibility rules and tenure may apply by location while maintaining a companywide minimum standard.
Wise Insights
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.
