Customer Support Specialist - Total Service

Wise
Singapore
Workplace: OnsiteFull timeSGD 4,900 - 4,900 monthlyFunction: Customer Support (Service Desk)Skills: ["Emotional intelligence","Accountability","Clear communication","Problem-solving","Customer empathy"]

Own the end-to-end customer experience for Wise’s highest-volume Consumer and Business customers, acting as a case owner across email and live channels. Resolve complex enquiries with clear communication and internal coordination, while helping customers understand regulatory/KYC outcomes, reduce friction, and improve retention. Maintain high-volume KPIs, document learnings, and use root-cause analysis to feed improvements into the High Volume playbook.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Wise
Wise
1 day ago

Customer Support Specialist - Total Service

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Own the end-to-end customer experience for Wise’s highest-volume Consumer and Business customers, acting as a case owner across email and live channels. Resolve complex enquiries with clear communication and internal coordination, while helping customers understand regulatory/KYC outcomes, reduce friction, and improve retention. Maintain high-volume KPIs, document learnings, and use root-cause analysis to feed improvements into the High Volume playbook.
Location: Singapore
Workplace: Onsite
Employment Type: Full time · Permanent
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Take full case ownership and act as the single point of contact until customer enquiries and issues are resolved.
  • •Manage dynamic workflows across different channels to meet high-volume demand without sacrificing quality.
  • •Diagnose complex issues and use creative thinking beyond standard operating procedures while balancing regulatory and efficiency needs.
  • •Support retention by identifying at-risk behaviours, intervening with high-touch service, and de-escalating friction with empathy and transparency.
  • •Maintain high-volume KPIs, perform root-cause analysis to identify trends and broken processes, and document resolutions to scale learnings.

Pay and Benefits

Salary: SGD 4,900 monthly

Key Requirements

  • •Demonstrated ability to take cradle-to-grave ownership of customer issues and drive first contact resolution.
  • •Strong emotional intelligence and the ability to deliver clear, confident communication during anxious, high-stakes moments.
  • •Comfort working in a dynamic, high-volume environment while maintaining quality and adherence to KPIs.
  • •Ability to handle complex enquiries with a solution-focused mindset and high autonomy.
  • •Experience collaborating with internal teams (e.g., KYC/Financial Crime) to facilitate customer resolutions.
Skills:Emotional intelligenceAccountabilityClear communicationProblem-solvingCustomer empathy
Languages:English

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
WebsiteLinkedInGlassdoor