Wise

5 days ago

Escalated Support Specialist

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 16 hours agoStatus: Live

Job Summary

Handle escalated customer complaints as part of the Escalated Support team, reviewing urgent cases, prioritizing high-risk vulnerable situations, and drafting fair, timely responses. Perform detailed root-cause analyses in collaboration with the RCA team to determine whether issues are systemic or isolated, and use customer experience data and sentiment to map journeys and spot improvement opportunities. Write clear reports, lead/participate in retrospectives, and drive policy or product changes with defined deliverables.

Location: São Paulo

Workplace: Hybrid

Employment Type: Full time · Permanent

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Review and prioritize urgent escalated complaints to assess severity and customer impact.
•Investigate issues by gathering data and coordinating with teams such as Customer Service, Fraud, and Product.
•Conduct root cause analysis, identifying whether problems are systemic or isolated, and collaborate with the RCA team when needed.
•Use customer experience insights (journey mapping, sentiment, feedback) to forecast changes and identify service or product enhancements.
•Document outcomes with detailed reports, participate/lead retrospectives, and recommend actionable process or policy improvements with clear deliverables.

Pay and Benefits

Salary: BRL 11,000 - 15,400 monthly

Perks:RsusHealth InsuranceDentalLife InsuranceLearning BudgetPaid LeaveParental LeaveCommuter BenefitsMeal Vouchers

Key Requirements

•Excellent written and verbal English skills.
•Experience in a customer-facing or customer-contributing role.
•Experience working with complaints or vulnerable customers.
•Ability to perform root cause analysis on complex problems to develop effective solutions.
•Open to working flexibly, including weekend shift patterns.

Skills:CommunicationCollaborationCustomer-centricityOwnershipResilience

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: 3.8

Website LinkedIn Glassdoor

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Wise

5 days ago

Escalated Support Specialist

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 16 hours agoStatus: Live

Job Summary

Location: São Paulo

Workplace: Hybrid

Employment Type: Full time · Permanent

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Review and prioritize urgent escalated complaints to assess severity and customer impact.
•Investigate issues by gathering data and coordinating with teams such as Customer Service, Fraud, and Product.
•Conduct root cause analysis, identifying whether problems are systemic or isolated, and collaborate with the RCA team when needed.
•Use customer experience insights (journey mapping, sentiment, feedback) to forecast changes and identify service or product enhancements.
•Document outcomes with detailed reports, participate/lead retrospectives, and recommend actionable process or policy improvements with clear deliverables.

Pay and Benefits

Salary: BRL 11,000 - 15,400 monthly

Perks:RsusHealth InsuranceDentalLife InsuranceLearning BudgetPaid LeaveParental LeaveCommuter BenefitsMeal Vouchers

Key Requirements

•Excellent written and verbal English skills.
•Experience in a customer-facing or customer-contributing role.
•Experience working with complaints or vulnerable customers.
•Ability to perform root cause analysis on complex problems to develop effective solutions.
•Open to working flexibly, including weekend shift patterns.

Skills:CommunicationCollaborationCustomer-centricityOwnershipResilience

Languages:English

Company Brief

Wise

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: 3.8

Website LinkedIn Glassdoor