Customer Support Specialist - Night Shift

Key responsibilities

• 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.

Qualifications

Professional Experience (Strongly Preferred):

● 2 year minimum Customer-facing experience, preferably in fintech, banking, telecom,

or global contact centers providing multi-channel support.

Communication proficiency:

● Fluent in English and the supported language for the role (where relevant).

● Strong English written and verbal communication skills.

Work Schedule and Flexibility:

● Flexibility in working hours and complete night shifts. This can include weekend,

and public holiday shifts when applicable.

● Working hours will be fixed at the start of the month, but activities during the shift can

be flexible.

Work Environment

● Work from the office.

● Must be legally authorized to work in Hyderabad.

Ways of working:

● Agents may be required to attend team calls and other internal activities, including

but not limited to video interactions with other offices.

● Open to feedback and coaching, with a clear desire for continuous improvement.

Skills and Attributes:

● Self-starter, able to work independently with knowledge resources, proactive,

solution-oriented, and possess an ownership mindset.

● Comfortable using prompting for AI tools e.g. ChatGPT, Google Gemini, etc.

● Adaptability: Able to keep up with constant change, patient, and flexible.

● Great fit with our values and company culture.

Commitment to Diversity and Inclusion:

● Commitment to fostering an inclusive and diverse work environment (DEI).

Data Security and Compliance:

● 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.

Attendance and Availability:

● In case of absence or sick leave, agents are required to adhere to the company

policies and processes.

Pay: ₹300,000.00 - ₹520,000.00 per year

Work Location: In person