High Volume (Total Service) Support Specialist

About the role

You will serve as the primary point of contact for our most active consumer and business clients, ensuring their experience is human and efficient. This role focuses on retaining high-value customers by providing expert guidance and resolving complex issues without relying on scripts.

Key facts

What you'll do

• Manage customer inquiries from start to finish, acting as the single point of contact until the issue is resolved.
• Handle high-volume, complex cases across email and live channels while maintaining high service quality.
• Collaborate with internal departments like KYC and Financial Crime to facilitate solutions while adhering to regulatory standards.
• Identify at-risk customer behavior and intervene proactively to prevent churn.
• Educate clients on product features to increase value and long-term loyalty.
• Analyze recurring trends and product bugs to provide actionable feedback to the High Volume Senior Lead.
• Document unique resolutions to build a scalable knowledge base for the team.

Requirements

• Minimum 2 years of experience in a customer-facing role, ideally within a high-growth FinTech, SaaS, or complex technical environment.
• Proven ability to manage end-to-end case resolution with full accountability.
• Exceptional written and verbal communication skills, with the ability to explain complex topics clearly.
• Strong critical thinking skills to navigate ambiguous situations without needing a script.
• Ability to learn quickly and synthesize large amounts of information to make informed decisions.
• High level of autonomy and comfort working in a fast-paced environment.

Skills & tools

• Proficiency in navigating multiple CRM platforms and internal support systems simultaneously.
• Experience with root cause analysis and process improvement.

Practical notes

• Wise is a global company focused on international money movement.
• We prioritize diversity and inclusion in all hiring practices.
• Visit Wise.Jobs for more information on our company culture and mission.