High Volume (Total Service) Support Specialist

Wise
Singapore
Workplace: OnsiteFull timeSGD 4,900 - 4,900 monthlyFunction: Customer Support (Service Desk)Experience: 2+ yearsSkills: ["Emotional intelligence","Accountability","Ownership","Empathy","Communication","Root cause analysis","Critical thinking","Analytical thinking"]

Own end-to-end case resolution for Wise’s highest-volume consumer and business customers, acting as the single point of contact across email and live channels. Deliver expert, high-touch support that protects retention by identifying at-risk sentiment, de-escalating friction with empathy, and educating customers to add value. Coordinate with KYC and Financial Crime teams when needed, maintain High Volume KPIs, perform root-cause analysis, and document scalable fixes.

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FursaFursa
Wise
Wise
1 day ago

High Volume (Total Service) Support Specialist

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Last checked: 6 hours agoStatus: Live

Job Summary

Own end-to-end case resolution for Wise’s highest-volume consumer and business customers, acting as the single point of contact across email and live channels. Deliver expert, high-touch support that protects retention by identifying at-risk sentiment, de-escalating friction with empathy, and educating customers to add value. Coordinate with KYC and Financial Crime teams when needed, maintain High Volume KPIs, perform root-cause analysis, and document scalable fixes.
Location: Singapore
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Take cradle-to-grave ownership of customer enquiries and issues as the single point of contact until resolved, aiming for first contact resolution.
  • •Manage high-volume, multi-channel workflows while maintaining quality and clear customer communication.
  • •Diagnose complex issues using creative thinking, moving beyond standard procedures when needed with a regulatory and efficiency lens.
  • •Support retention by identifying at-risk behaviors, intervening with high-touch conversations, and proactively addressing future friction points.
  • •Maintain High Volume KPI adherence; perform root-cause analysis, document case resolutions, and share insights to improve processes and playbooks.

Pay and Benefits

Salary: SGD 4,900 monthly
Equity and Bonus:Equity

Key Requirements

  • •2+ years in a customer-facing role, preferably in a high-volume, high-growth, complex environment (e.g., FinTech, SaaS, Tech).
  • •Strong retention mindset: support as a revenue-protection function, turning dissatisfied customers into loyal advocates.
  • •Accountability to close the loop and drive resolution even when the answer isn’t immediately obvious.
  • •Ability to work independently with empowerment and autonomy while staying compliant with regulation.
  • •Exceptional written and verbal communication; can explain complex concepts simply and deliver difficult news professionally.
Experience:2+ yearsFintechSaaSTech
Skills:Emotional intelligenceAccountabilityOwnershipEmpathyCommunicationRoot cause analysisCritical thinkingAnalytical thinking
Languages:English
Tech Stack:CRMsSupport toolsInternal systems

Company Brief

Wise
Wise (formerly TransferWise) is a London-based fintech that provides low-cost international money transfers, multi-currency accounts and payment infrastructure for individuals and businesses worldwide.
Industry: Payments
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 2011
Glassdoor
Glassdoor: 3.8
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