Social Media Customer Support Associate

Company Description

We're looking for Social Media Customer Support Associates to join our Social Media Customer Support team in Austin!

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 life 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.

Job Description

Your Mission

Your mission is to help English speaking customers have an excellent experience with Wise. This role is a unique opportunity for someone passionate about both social media and providing an exceptional customer experience, where you'll engage with customers to solve problems and build community on our various social platforms.

• Provide world-class support and community for our customers online across all of our social media platforms (including X, Facebook, Instagram, LinkedIn, and YouTube) - and understand that making a customer happy is crucially important to our success.

• You should be creative, friendly, and solution-oriented with both customers and colleagues.

• Constantly stay up-to-date on social media processes and applications and look for new ways to use them to help our customers & team.

• Understand the impact and role that customer support can play in new media, such as social platforms.

• Understand the need to meet expectations, rise above them, and go that extra mile for customers.

Qualifications

A Bit About You

• You're experienced. You're ideally someone who has previous experience providing high-volume customer support online (via social media, chat, community management, etc.) and/or working with public content (public relations, journalism, publication, communications) - to be clear, this is a customer support position, not a content creation role. 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. If that sounds like you, tell us why you're a great fit!

• You're flexible. You're willing to work 5 days,, 40 hours per week, and some weekends and holidays. We value adaptability and flexibility to ensure we meet our goals together!

  • Flexible Scheduling Opportunities:

    • Candidates must be open to working any of the following shifts, as you may be assigned to one or more of these schedules based on business needs:

      • 9:00 AM – 5:00 PM

      • 10:00 AM – 6:00 PM

      • 11:00 AM – 7:00 PM

• You're a master behind the keyboard. You're an expert typer, at least 45 words per minute, and you quickly pick up how to navigate and use new software and online tools - Knowledge of tools like Khoros, Twilio, Ninjas, Slack or similar that support social customer support would be helpful.

• You're organized. You can multitask - you're also punctual, reliable, and methodical in your approach with a solution-oriented mindset - and you've got a sharp attention to detail which makes learning new systems and procedures a breeze.

• 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. There may be times you have multiple tabs open and handle several channels at once.

• 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. Furthermore, you challenge ideas, not people. You see every challenge as a learning opportunity, and you're adaptable, learning new systems and processes quickly.

• 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. 

Most importantly - you understand that having a great working culture is everyone's responsibility, so you treat everyone with respect, you always give a helping hand, and you let our values guide you.

Additional Information

• Please apply by submitting your resume and a cover letter with the follow questions answered: 

  • Why do you want to work for Social Media CS? 

  • What do you think you can bring to the team? 

  • What are your goals in 6-12 months? 

• Your first 3 months at Wise will be 100% fully in person at the office. After passing probation, the role is Hybrid.

• Expected start date for this position is Feb 2025*

*Subject to change 

• Salary for this position is $24.00 / Hour

• RSU's in a rapidly growing company

• Health and Dental plan for you and your legal dependents

• Life Insurance and Employee Assistance Plan (EAP)

• Paid time off: 36 days PTO (holiday, paid time off) per year, including paid public holidays.

• ️ A paid 6-week sabbatical leave after four years

Click here to learn more about the benefits that we offer at Wise

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.