High Volume Support Specialist

About the role

The High Volume Support Specialist is the frontline owner of trust and retention for Wise's highest‑volume customer segment. You will deliver expert guidance and empathetic service to customers moving large sums of money, turning every interaction into a reason for them to stay.

Key responsibilities

• Take full cradle‑to‑grave ownership of high‑volume consumer and business enquiries, acting as the single point of contact until resolution.
• Provide clear, regular communication and updates, coordinating internally with other teams when needed.
• Strive for first‑contact resolution while managing a dynamic workflow across email and live‑chat channels.
• Diagnose complex issues creatively, moving beyond standard procedures when required.
• Escalate regulatory, KYC, financial‑crime or risk decisions with appropriate context and help customers understand the process.
• Share insights and feedback with the High Volume Senior Lead to improve the support playbook and reduce friction.

Required profile

• Strong emotional intelligence and ability to stay calm with anxious customers moving large sums of money.
• High sense of accountability and ownership, with a solution‑focused mindset.
• Excellent written communication skills for email and live‑chat interactions.
• Ability to work autonomously in a fast‑paced environment while collaborating with cross‑functional teams.
• Commitment to turning every interaction into a reason for the customer to stay.

Required skills

What we offer

• Opportunity to work for a global fintech leader shaping the future of money movement.
• Empowered decision‑making and creative problem‑solving environment.
• Collaborative culture focused on empathy and efficiency.