Customer Support Associate - Cantonese Speaker

Location: Global

Team: General

About the Role

Wise is a global technology company on a mission to build the best way to move and manage the world’s money with min fees, max ease, and full speed. As a Customer Support Associate - Cantonese Speaker, you are the first point of contact for our customers, handling complex issues with ownership and empathy across phone, chat, and email. You'll deliver outstanding experiences while adapting to change, navigating ambiguity, and upholding our mission of money without borders. Key responsibilities include providing high-quality support with end-to-end resolution, meeting KPIs like resolution rate and handling time, and demonstrating advanced product knowledge. You'll communicate professionally, maintain accurate records, follow data privacy procedures, and contribute to team knowledge sharing. Take ownership of your learning through feedback, coaching, and Wise’s Career Map while embodying our values. We're proud of our diverse, inclusive teams and offer flexible working, RSUs, health insurance, learning budgets, and more. Join us to help create a new network for the world's money—for everyone, everywhere.

Key Responsibilities

• Provide high-quality support via phone, chat, and email with 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 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

Required Qualifications

• Fluent in written and verbal English
• Strong Traditional Chinese written skills
• Strong Cantonese verbal communication skills
• Flexibility in working hours and shifts including mornings, evenings, weekends, and public holidays
• Open to working from the office (5 days a week during 3-month probation in SG office)
• Clean background checks

Preferred Qualifications

• 1+ year customer-facing experience preferably in fintech, banking, telecom, or global contact centers

Required Skills

• Skilled problem solver and customer advocate
• Self-starter able to work independently with ownership mindset
• Comfortable using AI tools e.g. ChatGPT, Google Gemini
• Adaptable to constant change, patient, and flexible
• Open to feedback and coaching with desire for continuous improvement
• Advanced product and process knowledge
• Empathy and sound judgment
• Clear and professional communication
• Proactive and solution-oriented
• Commitment to Wise values and DEI

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.