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Customer Support Associate - Bilingual

Company Description

Wise is a global technology company, building the best way to move and manage the world’s money. Min fees. Max ease. Full speed.

Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments. Wise is on a mission to make their life easier and save them money.

As part of our team, you will be helping us create an entirely new network for the world's money. For everyone, everywhere.

More about our mission.

Job Description

Your mission is to help customers have an excellent experience with Wise mainly via phone but also via email. This isn’t your normal call center – we do things differently – and our Consumer Customer Support Associates are here to help millions more potential customers save money by using Wise!

  • Provide world-class customer support via email and phone channels for Spanish and English speaking customers all over the world
  • Understand that making a customer happy is crucially important to a business’s success and make that your goal for every contact
  • Be creative, friendly, and solution-oriented with customers and colleagues
  • Understand the need to meet expectations, rise above them, and go that extra mile for customers

 

Qualifications

 

  • You have strong verbal & written English and Spanish skills – you’ll be supporting English speaking customers, and working language at Wise is English.
  • You’re flexible. You’re willing to work 5×2 (five days of working and two day of rest) with 8 hours of work per day, up to 40 hours per week (shifts vary between 9am-8pm). While your scheduling preferences are taken into consideration, the scheduling requirements can change based on our customer’s needs, so we can’t guarantee you your preferred shift and shifts can change over time
  • You’re organized. You’re methodical in your approach, with a solution-oriented mindset and the ability to multitask. Your lead will help you develop and remove blockers if they can, but they won’t stand over your shoulder. Your Lead is entrusting you with the autonomy to meet and exceed your performance metrics and also deliver a great customer experience
  • You’re cool under pressure. You take charge in challenging situations and you keep your composure if things get tense – a fast-paced, ever-changing environment is where you thrive
  • You’re an exceptional communicator. You’re straight up and honest. You’re able to own up to your mistakes and you follow through when you say you will
  • You’re open-minded. You’re comfortable and calm when giving or receiving feedback, you crave information, love learning new things, and you can’t wait to be part of the team
  • You’re a team-player. You’re straight up and honest. You’re able to own up to your mistakes and you follow through when you say you will. Most importantly – you understand that having a great working culture is everyone’s responsibility, so you treat everyone with respect, you always give a helping hand, and you let our values guide you
  • You’re ideally someone who has worked in customer support before (preferably in banking or finance), but we’re willing to work with the right person, whatever your experience. We’re looking for genuine people who work hard and love helping others, so if that sounds like you, tell us why you’re a great fit!

 

Additional Information

 

  • Salary: $24 per hour + 5% Language Allowance
  • Please apply by submitting your resume and cover letter in English. Applications in Spanish will not be considered.
  • This is a hybrid position located in Austin, Texas, and not fully remote. You must be able to commute to the office or open to relocation
  • You must already be legally authorized to work in the US, we don't sponsor visa for this position
  • Expected start date is April 8th or May 6, 2025
  • Click here to see the benefits we offer!

#LI-CL1

For everyone, everywhere. We're people building money without borders  — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.

We're 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 it's like to work at Wise visit Wise.Jobs.

Keep up to date with life at Wise by following us on LinkedIn and Instagram.

Additional Information

For everyone, everywhere. We're people building money without borders  — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.

We're 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 it's like to work at Wise visit Wise.Jobs.

Keep up to date with life at Wise by following us on LinkedIn and Instagram.

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Average salary estimate

$51204 / YEARLY (est.)
min
max
$49920K
$52488K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Customer Support Associate - Bilingual , Wise

As a Customer Support Associate - Bilingual at Wise, your primary mission will be to ensure that every customer has an exceptional experience, whether they're reaching out via phone or email. Imagine being the friendly voice or the informative email that helps someone save money on international transactions! At Wise, based in the vibrant Domain Tower 2 in Austin, we are reinventing how money moves across borders, and you’ll play a crucial role in that journey. Your bilingual skills in English and Spanish will not only enhance our customers' experience but will bridge gaps for our diverse clientele around the world. We don’t just take calls; we rise to the occasion by being creative and solution-oriented, always aiming to exceed customer expectations. We're looking for someone who is cool under pressure, organized, and a natural communicator. Flexibility is key, as your working hours may vary depending on the evolving needs of our customers. If you are passionate about helping others and thrive in a fast-paced environment, then you’ll fit right in with our team. Here at Wise, we uphold a culture of respect and teamwork, celebrating our diverse team dynamics as we work towards a mission that truly benefits everyone, everywhere. If it sounds like your kind of gig, this could be your chance to make a meaningful impact while growing your career with us!

Frequently Asked Questions (FAQs) for Customer Support Associate - Bilingual Role at Wise
What are the responsibilities of a Customer Support Associate - Bilingual at Wise?

As a Customer Support Associate - Bilingual at Wise, you'll be responsible for providing world-class support via phone and email to both Spanish and English-speaking customers. Your role involves resolving queries, helping customers navigate our services and ensuring satisfaction with every interaction. You'll need to be proactive, friendly, and willing to help customers save money while providing excellent assistance.

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What qualifications are required to become a Customer Support Associate - Bilingual at Wise?

To be a successful Customer Support Associate - Bilingual at Wise, you should have strong verbal and written communication skills in both English and Spanish. A background in customer service is preferred, ideally within banking or finance, but we value the right attitude even more. Additionally, you must demonstrate flexibility, an organized approach, and the ability to handle stressful situations calmly and effectively.

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What is the work environment like for a Customer Support Associate - Bilingual at Wise?

The work environment for a Customer Support Associate - Bilingual at Wise is dynamic and inclusive. You'll join a team that lives by core values like collaboration, respect, and innovation. We encourage creativity and solution-oriented thinking, making it a place where you can thrive and develop professionally, all while helping customers from all over the world.

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How does Wise ensure a positive customer experience through the Customer Support Associate position?

Wise prioritizes customer experience by empowering Customer Support Associates to resolve issues efficiently and compassionately. With comprehensive training and the autonomy to make decisions, you'll learn to meet and exceed customer expectations, contributing to a service approach that focuses on making life easier and more affordable for everyone.

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What additional benefits does Wise offer for Customer Support Associates?

As a Customer Support Associate - Bilingual at Wise, you'll enjoy a competitive salary of $24 per hour plus a 5% language allowance. Beyond that, Wise offers a range of benefits designed to support your professional growth and personal wellbeing, including flexibility in working arrangements and a strong focus on inclusivity and diversity in the workplace.

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Common Interview Questions for Customer Support Associate - Bilingual
Can you describe a time when you provided excellent customer service as a Customer Support Associate?

When answering this question, think of a specific example where you went above and beyond for a customer. Detail the situation, your actions, and the outcome. Highlight skills such as active listening, problem-solving, and how you put the customer's needs first. This shows your understanding of the importance of customer satisfaction, essential for a role at Wise.

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How do you handle stressful situations when dealing with customers?

Discuss your approach to maintaining calmness and professionalism in difficult situations. Provide an example where you successfully navigated a high-stress scenario. Emphasize the steps you take to de-escalate tension, such as active listening, empathy, and finding a solution that satisfies the customer, which is crucial for the Customer Support Associate role at Wise.

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What strategies do you use to communicate effectively with bilingual customers?

Emphasize the importance of clarity and patience when communicating in both languages. You might mention using simple language, confirming understanding, and being culturally sensitive. Your answer should reflect your ability to adapt your communication style to ensure that both English and Spanish-speaking customers feel understood and valued.

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How do you prioritize tasks when managing multiple customer queries?

Outline a methodical approach to prioritizing customer queries based on urgency and complexity. You could describe techniques such as categorizing inquiries, setting time limits, or using tools to track interactions. This will demonstrate your organizational skills, which are vital for a Customer Support Associate role at Wise.

Join Rise to see the full answer
Why do you want to work at Wise as a Customer Support Associate?

Reflect on Wise's mission and values, emphasizing your alignment with their goals. Discuss your passion for helping individuals save money and how exciting it is to be part of a global community. Mention how the innovative approach of Wise resonates with your own professional aspirations, making it a perfect fit for you.

Join Rise to see the full answer
What experience do you have in customer support?

Share any relevant experiences you've had in previous roles, focusing on your key responsibilities and achievements. If you lack direct experience, highlight transferable skills from other positions or explain genuine interactions where you provided service, reinforcing your strong communication abilities and customer-focused mindset.

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How do you deal with difficult customers as a Customer Support Associate?

Provide a structured approach for dealing with difficult situations, emphasizing the use of empathy and active listening. Describe a specific instance where you turned a challenging interaction into a positive experience, showcasing your problem-solving skills and commitment to customer satisfaction, which are essential for a Customer Support Associate at Wise.

Join Rise to see the full answer
What steps do you take to stay organized in a fast-paced environment?

Discuss strategies that you employ to maintain organization, such as creating to-do lists, using software for tracking inquiries, or setting priorities. Give concrete examples where these strategies have enabled you to manage your workload effectively, demonstrating the organized mindset needed for a successful Customer Support Associate at Wise.

Join Rise to see the full answer
Can you give an example of how you worked as part of a team?

Choose a specific project or scenario that highlights your teamwork skills. Discuss your role, how you collaborated with others, and how your contributions helped to achieve a common goal. This will illustrate your team-oriented approach, reinforcing Wise's emphasis on collaboration within their diverse workforce.

Join Rise to see the full answer
What motivates you to excel in your role as a Customer Support Associate?

Explain your intrinsic motivation for helping others and providing exceptional service. You might mention how customer satisfaction and the impact of your work on their lives drives you. It’s important to express a genuine passion for making a difference, as this attitude aligns with Wise’s customer-centric values.

Join Rise to see the full answer
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DATE POSTED
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