High Volume Support Specialist - Total Service

About the Company

Wise is a global technology enterprise dedicated to revolutionizing how money is moved and managed worldwide. The company prioritizes minimal fees, maximum convenience, and fast transactions for individuals and businesses sending money internationally, spending abroad, or handling cross-border payments.

Job Purpose

As a High Volume Support Specialist, you will act as the primary point of trust and retention for Wise's largest customer segment. Your core mission is to provide expert, empathetic assistance that turns valuable customers into loyal advocates. These clients handle substantial money transfers and often experience stress, so strong emotional intelligence, clear accountability, and ownership are essential.

You'll manage the complete customer support experience from start to finish, coordinating with internal teams such as KYC and Financial Crime without overruling regulatory decisions. Your aim is to minimize customer friction and ensure effective communication. This role requires handling complex inquiries with autonomy and fostering strong loyalty, even amid challenges.

Key Responsibilities

• Take ownership of customer inquiries end-to-end, serving as the single point of contact until resolution is achieved, striving for first-contact resolution rather than task completion.
• Manage multiple dynamic workflows across various channels, balancing high volume demands while maintaining quality service.
• Apply creative problem-solving to diagnose and resolve complex issues, sometimes moving beyond standard procedures to benefit both customer and business within regulatory guidelines.
• Collaborate closely with internal teams to facilitate issue resolution and advocate for customer interests.
• View every interaction as an opportunity to enhance retention by recognizing at-risk behaviors and intervening proactively to reduce churn.
• Educate customers on utilizing Wise's products effectively to shift conversations from problem-solving to value addition.
• De-escalate tensions with empathy, transparency, and confidence, converting dissatisfaction into positive customer advocacy.
• Engage in programs that improve customer retention, such as reconnecting with self-deactivated users.
• Implement proactive solutions to prevent future friction and improve the customer experience.
• Adhere to strict High Volume KPIs to ensure operational excellence.
• Provide feedback to senior leadership identifying trends, process issues, educational needs, and potential product improvements based on customer interactions.
• Document unique solutions to share scalable knowledge across the support team.

Qualifications and Skills

• A minimum of 2 years’ experience in customer-facing roles within high-volume, fast-paced, and complex environments, ideally in FinTech, SaaS, or technology sectors.
• A strong retention mindset focused on transforming dissatisfied customers into loyal supporters.
• High accountability with a commitment to fully resolving issues and personal development, including effective time management.
• Autonomy to make decisions that serve customers' best interests while complying with regulations.
• Ability to creatively solve problems in ambiguous situations and collaborate effectively with teams.
• Excellent written and verbal communication skills capable of simplifying complex information and delivering sensitive news professionally.
• An agent of change who embraces continuous improvement and resilience.
• Comfortable using multiple support platforms, CRM systems, and internal tools efficiently.
• Strong analytical and learning capabilities to synthesize information, identify root causes, and resolve complex queries.

Additional Information

The position offers a salary of SGD 4,900 plus Restricted Stock Units (RSUs). Wise values diversity, equity, and inclusion, fostering an international and respectful workplace where every employee can thrive and contribute to the mission of creating money without borders.

Work location: Paya Lebar, East Region, Singapore. This is a full-time, onsite role.