Customer Support Specialist - · Hyderabad

Wise is a global technology company building the best way to move and manage the world’s money, making international transfers fast, convenient, and transparent.

Key Responsibilities

• Deliver high-quality customer assistance in both Arabic and English across phone, email, and chat.
• Meet individual and team service metrics for case resolution, first-contact resolution, and CSAT.
• Investigate and resolve complex payment, account verification, and transaction-related issues.
• Identify, flag, and escalate suspicious activities in accordance with AML and KYC compliance standards.
• Maintain accurate and detailed documentation of all customer interactions in the support platform.
• Educate customers on Wise features, transfer delivery timelines, fee structures, and products.
• Collaborate cross-functionally with payment operations, compliance, and product teams to resolve bottlenecks.
• Adapt swiftly to evolving internal tools, regulatory policies, and operating workflows.
• Demonstrate active listening and critical thinking to diagnose root causes of user difficulties.
• Provide proactive customer updates during payment delays, partner downtimes, or technical outages.
• Identify recurring product bugs or usability friction points and report them to product managers.