Wise Platform Enterprise Specialist

Wise
São Paulo
Workplace: HybridFull timeBRL 11,000 - 13,200 monthlyFunction: Solutions Engineering & Sales EngineeringSkills: ["Communication","Project ownership","Data-driven problem solving","Cross-functional collaboration","Incident coordination"]

Resolve complex, day-to-day operational issues for global enterprise platform partners. Own a high-volume queue across email and phone, investigate and troubleshoot cases, and coordinate enterprise incident response with cross-functional teams. Use ticket data to identify root causes, recurring pain points, and process bottlenecks, then lead support improvement projects end-to-end. Configure the partner support ecosystem in Zendesk and ensure partner readiness through testing and workshops.

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FursaFursa
Wise
Wise
13 hours ago

Wise Platform Enterprise Specialist

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live
Reposted: similar role first listed 6 months ago

Job Summary

Resolve complex, day-to-day operational issues for global enterprise platform partners. Own a high-volume queue across email and phone, investigate and troubleshoot cases, and coordinate enterprise incident response with cross-functional teams. Use ticket data to identify root causes, recurring pain points, and process bottlenecks, then lead support improvement projects end-to-end. Configure the partner support ecosystem in Zendesk and ensure partner readiness through testing and workshops.
Location: São Paulo
Workplace: Hybrid
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Manage a high-volume enterprise support queue across email and phone within agreed SLAs.
  • •Investigate, troubleshoot, and resolve complex operational cases while coordinating with internal teams and partners.
  • •Drive enterprise incident response by coordinating cross-functional response, communicating updates, and serving as process custodian.
  • •Lead end-to-end projects for enterprise support improvements, from scoping and alignment through post-launch review.
  • •Own the partner support ecosystem setup in Zendesk (organizations, knowledge spaces, shared workspaces) and support go-live readiness through testing and workshops.

Pay and Benefits

Salary: BRL 11,000 - 13,200 monthly
Equity and Bonus:Equity
Perks:401kRsus

Key Requirements

  • •Proven experience delivering premium B2B support and managing a high-volume queue of complex requests.
  • •Ability to stay calm under pressure and coordinate responses for high-impact operational incidents.
  • •Strong project ownership skills, managing operational initiatives from scoping through delivery while balancing day-to-day support.
  • •Ability to use data to identify root causes, monitor partner health, and optimize scalable workflows.
  • •Excellent communication skills to explain complex operational concepts and collaborate with globally distributed teams.
Experience:B2B supportEnterprise supportIncident management
Skills:CommunicationProject ownershipData-driven problem solvingCross-functional collaborationIncident coordination
Languages:English
Tech Stack:Zendesk

Eligibility

Work Authorization:Sponsorship available.

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
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Glassdoor: 3.8
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