Complaints Officer

Location: Global

Team: General

About the Role

Wise is a global technology company revolutionizing the way people and businesses move and manage money with min fees, max ease, and full speed. As a Complaints Officer in our Customer Support team, you'll play a pivotal role in investigating complex complaints, delivering fair final responses, and ensuring regulatory compliance across jurisdictions. You'll use tools like Ninjas, Watson, and Zendesk to uncover root causes, collaborate with cross-functional teams, and provide valuable feedback to improve our products and processes, all while treating customers fairly and protecting Wise from risks. This global role demands a customer-centric mindset, strong analytical skills, and the ability to handle multiple cases efficiently. You'll draft empathetic, compliant responses, support operational teams with guidance, and drive continuous improvements through data-driven insights and trend spotting. Join us to advocate for customers, enhance satisfaction, and contribute to building the world's best money movement network—for everyone, everywhere. We're committed to diversity, equity, and inclusion, with flexible working, learning budgets, and a vibrant international team that celebrates differences.

Key Responsibilities

• Investigate complaints through root cause analysis using internal tools (Ninjas, Watson, Zendesk, Twilio, Slack) and external resources
• Collaborate with stakeholders, servicing teams, and team leads for information and resolution
• Draft final responses referencing Terms of Use, including complaint summary, timeline, investigation, outcome, and arbitration options
• Ensure regulatory compliance and fair treatment of customers
• Complete administrative tasks and maintain accurate records for audit trails
• Provide guidance and support to Customer Support and operational teams on difficult cases
• Raise process improvements and offer solutions based on trends
• Deliver feedback to operational and product teams to enhance customer experience

Required Qualifications

• At least 1-2 years of experience in handling L1/L2 complaints, especially from fintech/BPO background
• Understanding of procedures, processes, and regulatory obligations
• Knowledge of Wise's products, tools, and policies
• Ability to handle multiple complex complaints efficiently

Preferred Qualifications

• Experience in financial services or fintech complaints handling
• Knowledge of different jurisdictions and consumer protection laws
• Familiarity with GDPR and data privacy regulations

Required Skills

• Proactive problem-solving
• Customer-centric approach with empathy
• Adaptability to change and new processes
• Team collaboration and knowledge sharing
• Strong communication tailored to diverse audiences
• Data-driven decision making
• Ownership and commitment to KPIs
• Regulatory knowledge (consumer protection, GDPR, financial services)
• Efficient use of tools like Zendesk, Slack, and others
• Root cause analysis and trend identification

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.