Customer Support Associate - Business

Location: Global

Team: General

About the Role

Join Wise as a Business Customer Support Associate and become the first point of contact for our business customers, delivering exceptional support via phone, chat, and email. You’ll handle complex issues with empathy, ownership, and sound judgment, ensuring end-to-end resolutions while meeting key performance targets. As part of a global team, you’ll adapt to dynamic queues, contribute to knowledge sharing, and embody Wise’s mission of money without borders. This role demands fluency in English and Portuguese, flexibility with shift work (36 hours/week, 5x2 schedule with broken shifts from 9:00-17:12 or 13:48-22:00), and a commitment to continuous learning through feedback and coaching. Based in São Paulo, you’ll start with full office attendance for three months, then transition to a hybrid model with at least 12 office days per month. Thrive in a fast-paced environment where you proactively solve problems, uphold data privacy, and help build the future of global money movement. Wise offers competitive pay (6015 BRL gross monthly), RSUs, comprehensive benefits, and a culture that values diversity and inclusion. If you’re a self-starter passionate about customer advocacy and ready to make a real impact, apply now to join our mission-driven team.

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

• Customer-facing experience, preferably in fintech, banking, telecom, or global contact centers
• Fluent in English and Portuguese with strong written and verbal communication skills
• Flexibility in working hours and shifts including mornings, evenings, weekends, and public holidays
• Ability to work from home following guidelines and attend team calls/video interactions
• Open to feedback, coaching, and continuous improvement
• Live in São Paulo and legally authorized to work in Brazil

Preferred Qualifications

• Experience in fintech or banking
• Advanced product and process knowledge
• Comfortable using AI tools like ChatGPT or Google Gemini

Required Skills

• Skilled problem solver and customer advocate
• Strong empathy and ownership mindset
• Self-starter able to work independently
• Proactive and solution-oriented
• Adaptable to change and ambiguity
• Clear and professional communication
• Comfortable with AI prompting tools
• Commitment to diversity, equity, and inclusion
• Understanding of data security and compliance
• Alignment with Wise’s values and culture

Benefits

• RSUs in a rapidly growing company
• Flexible working model
• Annual self-development budget
• Health and dental allowance for you and dependents
• Company-paid life insurance and EAP program
• Paid time off: 30 days vacation + 3 “Me” days + 1 volunteer day
• Paid 6-week sabbatical after four years
• 18 weeks paid parental leave after one year + child care assistance
• Transportation vouchers
• Meal (708 BRL/month) and food (1,166 BRL/month) vouchers
• TotalPass access to 3,500 gyms and studios

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