As a Customer Support Specialist at Wise you are the first point of contact for our Customers. You are a skilled problem solver and customer advocate. You handle complex issues with ownership and empathy across phone, chat, and email - delivering outstanding customer experiences while adapting to change, navigating ambiguity, and upholding Wises mission of money without borders.

Salary: 6.7 LPA + RSU (Restricted Stock Units)
Location: Hyderabad - Work from Office
Shift: 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.

Skills required

Phone and verbal communication (core for this role)

- Transparent spoken English with neutral, easily understood accent and good pace; able to explain financial and technical concepts in simple language
- Active listening: picks up the real issue behind what the customer says, confirms understanding before solving
- Call control: structures the conversation, steers rambling or frustrated callers back on track,



manages holds and transfers smoothly
- Tone management: conveys empathy and confidence through voice alone, adapts register to the customer’s mood and context
- De-escalation: handles upset, anxious or angry customers (e.g. delayed transfers, blocked accounts) calmly without needing to escalate
- Expectation setting: explains timelines, next steps and “what happens if” clearly so the customer doesn’t need to call back
- Saying no well: delivers unwelcome outcomes (verification requirements, declined requests) while keeping trust

Qualifications

Essential

- Graduate in any discipline
- 2 years of customer service experience, with at least 2 years in a voice/inbound call role
- Excellent spoken and written English
- Proficiency with computers, CRM or ticketing tools, and working across multiple applications at once
- Willingness to work rotating shifts, weekends and holidays as per queue requirements

Preferred

- Experience in fintech, banking, payments or financial services support
- Exposure to KYC, AML or fraud-related customer handling
- Track record of meeting KPIs such as CSAT/quality scores and AHT
- Experience supporting international customers across time zones

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.

📌 Customer Support Specialist (Hyderabad)
🏢 Wise Payments
📍 Hyderabad