Customer Support Associate Job in Hyderabad at Wise

Wise is hiring for the role of Customer Support Associate!

Responsibilities of the Candidate:

• Provide high-quality support via phone, chat, and email with a 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 the 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.
• Take responsibility for your own learning and development through performance feedback, Wise’s Career Map and coaching from Team Leads.
• Embody and uphold Wise’s values in daily interactions.

Requirements:

• 1 year minimum Customer-facing experience, preferably in fintech, banking, telecom, or global contact centers.
• Fluency in English and the supported language for the role (where relevant).
• Strong English written and verbal communication skills.
• Flexibility in working hours and shifts. This can include morning, evening, weekend, and public holiday shifts. 
• Working hours will be fixed at the start of the month, but activities during the shift can be flexible.
• Follow working from home guidelines where applicable.
• Must be legally authorized to work in the assigned location.
• Agents may be required to attend team calls, including video interactions with other offices.
• Open to feedback and coaching, with a clear desire for continuous improvement.
• Typing speed of at least 40 words per minute.
• Self-starter, able to work independently with knowledge resources, proactive, solution-oriented, and possess an ownership mindset.
• Adaptability - Able to keep up with constant change, patient, and flexible.
• Great fit with our values and company culture.
• Commitment to fostering an inclusive and diverse work environment (DEI).
• Data Security Awareness: Understanding and following data security procedures is critical, especially as data privacy regulations evolve.
• Background Checks: Clean background checks when joining and clean re-checks.
• In case of absence or sick leave, agents are required to provide a minimum of one-hour notice when unable to complete their shift or attend the office.