Social Media Customer Support Associate

Company Description

Wise is a global technology company, building the best way to move and manage the world’s money. Min fees. Max ease. Full speed. Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money. As part of our team, you will be helping us create an entirely new network for the world's money. For everyone, everywhere. More about our mission and what we offer.

Job Description

We’re looking for a passionate Social Media Customer Support Associate to join our team in Austin. We work differently and we’re proud of it! This is not your average customer service job. There’s no hand holding, and we trust each other to get stuff done. At Wise, you’ll have the opportunity to make a real impact, expand your skill set, and collaborate across our entire business. Your Mission:

• Create a wonderful customer experience for our English-speaking customers across all social media platforms, understanding that resolving their issues is critical to our success.
• Be creative, friendly, and solution-oriented with both customers and colleagues.
• Stay up-to-date on social media processes, applications, and best practices, continuously seeking new ways to improve customer support.
• Demonstrate adaptability and learning agility, embracing change and proactively improving your skills.
• Go above and beyond to meet and exceed customer expectations.
• Collaborate with cross-functional teams to resolve complex issues and provide comprehensive solutions to our social media customers.

Qualifications

Professional Experience (Strongly Preferred):

• 1 year minimum Customer-facing experience, preferably in fintech, banking, telecom, or global contact centers.

Communication proficiency:

• Fluency in English and the supported language for the role (where relevant).

Work Schedule and Flexibility:

• Flexibility in working hours and shifts. This can include morning, evening, weekend, and public holiday shifts when applicable.
• Working hours will be fixed at the start of the month, but activities during the shift can be flexible.

Work Environment:

• Follow working from home guidelines where applicable.
• Must be legally authorized to work in the assigned location.

Ways of working:

• Agents may be required to attend team calls and other internal activities, including but not limited to video interactions with other offices.
• Open to feedback and coaching, with a clear desire for continuous improvement.

Skills and Attributes:

• Self-starter, able to work independently with knowledge resources, proactive, solution-oriented, and possess an ownership mindset.
• Comfortable using prompting for AI tools e.g. ChatGPT, Google Gemini, etc.
• Adaptability: Able to keep up with constant change, patient, and flexible.
• Great fit with our values and company culture.

Commitment to Diversity and Inclusion:

• Commitment to fostering an inclusive and diverse work environment (DEI).

Data Security and Compliance:

• Data Security Awareness: Understanding and following data security procedures is critical, especially as data privacy regulations evolve.
• Background Checks: Clean background checks when joining and clean re-checks.

Additional Information For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive. We're proud to have a truly international team, and we celebrate our differences. Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers. If you want to find out more about what it's like to work at Wise visit Wise.Jobs. Keep up to date with life at Wise by following us on LinkedIn and Instagram. Apply tot his job Apply To this Job