Bilingual Customer Support Associate

Location: Global

Team: General

About the Role

Join Wise as a Bilingual Customer Support Associate and become the first point of contact for our global customers, delivering exceptional support via phone, chat, and email. You'll handle complex issues with empathy and ownership, ensuring end-to-end resolutions while adapting to fast-paced changes and upholding our mission of money without borders. With a focus on the Austin team, you'll collaborate in a diverse, inclusive environment that values flexibility and continuous learning. In this role, you'll meet key performance targets, leverage advanced product knowledge, and contribute to team improvements while embodying Wise's values. Proficiency in English and Spanish is essential, along with a customer-facing background and comfort with shift work. Enjoy competitive pay at $26 USD hourly, flexible hours, and Wise's renowned benefits like stock options, sabbaticals, and global perks. Be part of a truly international team building the future of money movement—for everyone, everywhere. If you're proactive, empathetic, and ready to make a real impact, apply now to help customers save money and time with Wise.

Key Responsibilities

• Provide high-quality support via phone, chat, and email with end-to-end case resolution
• Resolve customer 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 assigned region or queue
• Communicate clearly and professionally, adjusting tone 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

Required Qualifications

• Fluency in English and Spanish (proficient in both written and verbal communication)
• 1 year minimum customer-facing experience (fintech, banking, telecom, or global contact centers strongly preferred)
• Flexibility in working hours and shifts including mornings, evenings, weekends, and holidays
• Legally authorized to work in the assigned location (Austin, TX)
• Open to feedback, coaching, and continuous improvement
• Comfortable working from home following guidelines
• Available for team calls and video interactions with other offices
• Commitment to data security, privacy procedures, and compliance
• Clean background checks

Preferred Qualifications

• Experience in fintech or banking
• Previous work in global contact centers
• Telecom customer service experience

Required Skills

• Skilled problem solver and customer advocate
• Ownership mindset and self-starter
• Proactive and solution-oriented
• Advanced product knowledge
• Empathy and adaptability to change
• Comfortable navigating ambiguity
• Clear and professional communication
• Comfortable using AI tools (e.g., ChatGPT, Google Gemini)
• Patient and flexible
• Alignment with Wise values and DEI commitment

Benefits

• RSUs (stock options)
• Flexible working
• Parental leave
• Learning budget
• Paid sabbatical after 4 years
• Health insurance
• Company retreat
• Wise card

Wise is an equal opportunity employer committed to building a diverse workforce.