Customer Support Specialist (Spanish Speaker) 11 am 0712 pm
**Only applications submitted in English will be considered**
Job Description
Your mission as a Spanish Specialist is to act as a customer support expert who delivers with accuracy and ownership. You will resolve complex issues for all customers while adapting seamlessly to evolving processes and expectations. By maintaining a holistic view of the customer journey you will ensure our customers feel supported and align the support provided directly with the Wise mission.
As a key player in our support ecosystem you will navigate multiple channels with a customer-focused mindset. You will use active listening empathy and critical thinking to understand the unique requirements of each case tailoring your responses to ensure resolution and maintaining composure during every interaction.
Key Responsibilities:
Operational Excellence & Support
High-Quality Support: Take ownership of contact resolution using critical thinking to identify appropriate responses and understand how to manage and diffuse escalating customer interactions.
Performance Excellence: Meet service goals across all KPIsincluding case resolution productivity and quality measuresacross all channels (phone chat email etc.).
Clear Communication: Communicate clearly and professionally with customers adapting your tone and style based on the customer and context while maintaining strong grammar and spelling.
Escalation Management: Manage appropriate escalations to other Servicing teams including KYC Complaints and PayOps.
Security & Compliance: Follow set guidelines for data security procedures keep accurate records of customer interactions according to standardized case handling processes and comply with company values and our Code of Conduct.
Continuous Improvement & Collaboration
Knowledge Sharing: Possess advanced knowledge of all products and processes (including Consumer or Business segment specialization) gain and build knowledge contribute to team discussions and provide peer-to-peer support.
Ownership of Growth: Remain accountable for your own development using Wises professional development infrastructure and Career Map building a strong foundation for advancement into Senior Specialist or Team Lead roles.
Feedback Mentality: Clearly and professionally communicate with fellow Wisers give and receive feedback constructively and identify appropriate routes to escalate and share feedback across teams.
Process Improvement: Identify opportunities to improve processes and escalate them appropriately to drive efficiency.
Additional Information :
Additional Information
*Please note only resumes provided in English will be considered*
Schedule: This is a hybrid position open exclusively to candidates who reside in the Greater São Paulo area.
The position requires flexibility as the work schedule may include weekends and holidays. Candidates must be comfortable working from 11 am - 07:12 pm
The first three months will be 100% on-site. The first 45 days will be dedicated to initial training which will take place from 9:00 AM to 6:00 PM. After the initial three-month period the position will transition to a hybrid work schedule.
Base Salary: BRL 6.680 gross/monthly
Our Benefits:
RSUs in a rapidly growing company
Flexible working model
An annual self-development budget
Health and dental allowance for you and your dependents
Company-paid: Life Insurance and an EAP program
Paid time off: 30 days vacation 3 Me days 1 volunteer day annually
A paid 6-week sabbatical leave after four years
8-weeks of paid parental leave after a year with us and child care assistance
Transportation vouchers
Food (730 BRL per month) and meal (1188 BRL per month) vouchers
TotalPass access to 3500 gyms and studios throughout Brazil
For everyone everywhere. Were people building money without borders without judgement or prejudice too. We believe teams are strongest when they are diverse equitable and inclusive.
Were 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 its like to work at Wise visit .
Keep up to date with life at Wise by following us on LinkedIn and Instagram.
For everyone everywhere. Were people building money without borders without judgement or prejudice too. We believe teams are strongest when they are diverse equitable and inclusive.
Were 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 its like to work at Wise visit .
Keep up to date with life at Wise by following us on LinkedIn and Instagram.
Remote Work :
No
Employment Type :
Full-time
Experience: years
Vacancy: 1