Customer Support Associate

Company Description

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.

Job Description

More about our mission and what we offer.

We’re looking for an English-speaking Customer Support Associate to join our team in Tallinn. This role is a unique opportunity to have an impact on Wise’s mission in helping our customers have a great experience when using Wise.

Your Mission

As a Customer Support Associate at Wise you are the first point of contact for our Customers. You are a skilled problem solver and customer advocate. You handle complex issues with ownership and empathy across phone, chat, and email - delivering outstanding customer experiences while adapting to change, navigating ambiguity, and upholding Wise’s mission of money without borders.

Key Responsibilities

• Provide high-quality support via phone, chat, and email with a focus on end-to-end case resolution.
• Resolve Customer contacts and queries with sound judgment, empathy, and minimal escalation.
• Meet performance targets across KPIs such as resolution rate, quality and handling time.
• Demonstrate advanced product and process knowledge for the assigned region or queue.
• Communicate clearly and professionally, adjusting tone and style based on customer context.
• Maintain accurate records using standardized case-handling processes.
• Follow security and data privacy procedures across all channels.
• Proactively contribute to knowledge sharing, team discussions, and continuous improvement.
• Take responsibility for your own learning and development through performance feedback, Wise’s Career Map and coaching from Team Leads.
• Embody and uphold Wise’s values in daily interactions.
  
  

Qualifications

Professional Experience (Strongly Preferred):

• 1 year minimum Customer-facing experience, preferably in fintech, banking, telecom, or global contact centers.
  
  

Communication Proficiency

• Fluency in English.
• Strong English written and verbal communication skills.
  
  

Work Schedule And Flexibility

• Flexibility in working hours and shifts. This can include morning, evening, weekend, and public holiday shifts when applicable.
• Working hours will be fixed at the start of the month, but activities during the shift can be flexible.
  
  

Work Environment

• Follow working from home guidelines (this is a hybrid position, not fully remote).
• Must be legally authorized to work in Estonia.
  
  

Ways Of Working

• Agents may be required to attend team calls and other internal activities, including but not limited to video interactions with other offices.
• Open to feedback and coaching, with a clear desire for continuous improvement.
  
  

Skills And Attributes

• Self-starter, able to work independently with knowledge resources, proactive, solution-oriented, and possess an ownership mindset.
• Comfortable using prompting for AI tools e.g. ChatGPT, Google Gemini, etc.
• Adaptability: Able to keep up with constant change, patient, and flexible.
• Great fit with our values and company culture.
  
  

Commitment To Diversity And Inclusion

• Commitment to fostering an inclusive and diverse work environment (DEI).
  
  

Data Security And Compliance

• Data Security Awareness: Understanding and following data security procedures is critical, especially as data privacy regulations evolve.
  
  

Attendance And Availability

• In case of absence or sick leave, agents are required to adhere to the company policies and processes.
  
  

Additional Information

What We Offer

• Salary for this role is 1825 EUR
• RSUs in a rapidly growing company
• Flexible working model
• An annual self-development budget
• ☀️ Paid time off: 28 days vacation + 3 “Me” days + 1 volunteer day, annually
• ️ A paid 6-week sabbatical leave after four years
  
  

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

We'd like to remind you that you must be legally authorised to work in Estonia, as we're not offering sponsorship for this role. Please double-check if your current right to live/work in the country allows you to work without employee sponsorship.

If you're interested in joining our team, please apply by sending your CV in English.

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.