Job Description

We’re looking for a Customer Support Specialist to join our team in Tallinn. This role is a unique opportunity to apply your subject matter expertise to have a direct impact on our mission, ensuring a seamless experience for our customers globally.

Your mission: Wise has already pioneered new ways for people to transfer money across borders and currencies. As a Specialist, your mission is to act as a subject matter authority, navigating cross-functional complexities to deliver expert-level resolutions and world-class support across email, phone, and chat to ensure every interaction reflects our commitment to “money without borders.”

Here’s how you’ll be contributing to the Customer Support team:

• Expert problem solving: Take full ownership of complex customer cases, using critical thinking to identify the best resolutions and delivering with high accuracy.

• Navigating complex interactions: Handle high-stakes customer conversations with professional and empathetic communication, especially during challenging moments.

• Cross-Team collaboration: Manage appropriate escalations to specialized teams, including KYC, Complaints, and Payment Operations, to ensure holistic case resolution.

• Peer support: Act as a point of contact for your colleagues, providing peer-to-peer support and sharing your knowledge to help the wider team grow.

• Process improvement: Identify and share feedback on processes and product health, contributing to the continuous improvement of the customer journey.

• Flexibility: Cover a variety of shifts to be there when our customers—and the business—need you most.

• Proven experience: You have a mandatory minimum of 1 year of experience working in a customer contact center (Fintech or high-volume environment is preferred).

• Multi-Channel experience: You have a proven track record of supporting customers through phone, chat, and email. While we value experience in any combination of these channels, mastery across all three is a definite plus.

• Technical proficiency: You have strong typing skills (minimum 45 Words Per Minute) and excellent grammar/spelling.

• Advanced communication: Your verbal and written English skills are excellent (C1 level). You can translate difficult, high-level concepts into easy-to-understand language.

• Ownership mindset: You are a self-starter who can work independently, navigate ambiguity, and make sound judgments with minimal supervision.

• Cool under pressure: You excel at taking charge in challenging situations and have the skills to calm and resolve difficult customer interactions.

• Location: You are legally authorized to work in Estonia.

• Values: You’re a team player who lets our values guide your decisions and you’re ready to work full-time.

Salary range for this role: 2025 EUR gross monthly

What’s in it for you:

• 🚀 RSUs in a rapidly growing company

• 💻 Flexible working model

• 💪 An annual self-development budget

• 🏝️ A paid 6-week sabbatical leave after four years

• ☀️ Paid time off: 33 days off annually + 3 “Me” days + 1 volunteer day, annually

Are you interested in this position?

Apply by clicking on the “Apply Now” Button below!

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