Customer Service jobs in Estonia

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WFM Senior Lead

Wise

About the company 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 . The role Your mission is to build a highly disciplined, scalable, and standardised workforce execution function that enables Wise to scale sustainably while protecting customer experience and operational efficiency. You will lead the maturity uplift of Scheduling and Intraday functions globally by: Standardising workforce execution practices Improving tactical workforce decision quality Reducing operational volatility Strengthening incident response discipline Driving tactical workforce optimisation Increasing workforce governance consistency Improving workforce risk visibility Success in this role comes from balancing: Service performance Workforce efficiency through improving WFM KPIs Operational stability Scalability Employee experience Cost control through occupancy or waste management The successful candidate will immediately focus on strengthening and scaling the Workforce Execution function across Scheduling, Intraday, and Command Center operations. Key priorities include: 1. Workforce Execution Standardisation: Drive consistency across Scheduling and Intraday practices by embedding scalable workforce governance, tactical review cadences, and execution playbooks across regions. 2. Intraday & Command Center Maturity: Improve real-time workforce execution through stronger escalation management, incident response discipline, and proactive handling of service-level risks and operational volatility. 3. Tactical Performance Stability: Improve short-term workforce plan integrity by reducing reactive interventions, strengthening schedule optimisation, and improving workforce trade-off decisions across service, cost, and productivity. 4. Leadership & Capability Uplift: Coach and develop WFM Team Leads to improve tactical judgement, decision-making quality, workforce governance maturity, and operational consistency. Qualifications 5+ years of Workforce Management experience in high-volume, scaled operational environments (Contact Centres, Shared Services, Fintech, or Financial Services) Strong expertise across Scheduling, Intraday, Tactical Workforce Execution, and Command Center operations Proven experience leading WFM teams or Team Leads across multiple operational areas or regions Deep understanding of end-to-end WFM lifecycle: Forecast → Capacity → Schedule → Intraday Strong knowledge of: Service level management Interval staffing logic Shrinkage and occupancy modelling Workforce governance frameworks Experience managing operational escalations, service degradation events, and workforce incident response Strong stakeholder management experience with senior operational leadership Experience driving workforce governance standardisation and operational maturity initiatives Ability to make structured workforce decisions under pressure and operational uncertainty Strong analytical reasoning and workforce risk assessment capability Experience working with WFM platforms such as Calabrio, NICE, Verint Experience using BI/reporting tools and workforce analytics to support operational decision-making. Nice to have Financial Services, Fintech, KYC, or regulated operations experience Exposure to global or multi-site workforce operations Experience leading command center maturity or workforce transformation initiatives SQL, Python, Looker, or other workforce analytics / visualisation tools Experience improving automation and reducing spreadsheet dependency in WFM processes Experience building governance frameworks or workforce operating models at scale Exposure to workforce optimisation projects focused on cost, service, and scalability balance Additional information Monthly gross salary: 3 450 to 4 500 EUR + RSU (Restricted Stock Units) 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 .

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Intra-Company Risk Lead

Wise

About the company 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 . The role Join as a Intra-Company Risk lead who is going to help Wise manage risk not only with external suppliers, but also with Intra‑Company arrangements (services provided by one Wise entity to another). You'll build on an already established foundation of the Third Party Risk framework and controls, and continue developing and embedding the Intra-Company Risk Framework by improving the internal entity lifecycle (onboarding, ongoing oversight, and offboarding between Wise entities) and ensuring consistent, high‑quality execution across regions. You'll partner closely with Third Party Risk Regional Leads, Country Managers, and the broader Third Party Management team, while contributing to global framework discussions to keep local delivery aligned with global policy and best practice. In this role, you'll provide expert guidance to senior stakeholders, coordinate cross‑team initiatives, drive third party and intra‑company risk awareness, and own key components of the TPRM programme to support strong governance, regulatory compliance, and Wise's broader risk and business objectives Qualifications What we are looking for: A Risk or Compliance Mindset: You don't necessarily need to be a TPRM expert, but you should have a background in Internal Audit, Compliance, or Risk within financial services. If you understand how to interpret regulations and translate them into clear, operational steps and controls, you'll thrive here - especially in the context of intra‑company service arrangements. Operational Problem-Solver: You love untangling complex processes. You can look at how different entities or teams interact and find ways to make those workflows more structured, efficient, well‑documented, and compliant—while applying existing TPRM controls appropriately to Intra‑Company relationships. Project Leadership & "Connecting the Dots": Much of this role is about coordination and delivery. We need someone who can manage cross‑functional projects, influence stakeholders across different regions and Wise entities, and keep everyone aligned, while moving the framework forward from its current baseline and continuing its development. Adaptability: Wise moves fast. You should be comfortable with ambiguity and excited by the challenge of evolving and scaling an established programme as the business grows into new territories, entities, and operating models. Why it's exciting: Build on a strong foundation: You won't be starting from scratch - the core framework setup exists. You'll take what's already in place and develop, improve, and embed it, shaping how Intra‑company risk management works in practice as the domain and Wise scale. High-Stakes Impact: As Wise expands into new products and licences, your work ensures our internal foundations are governed and compliant, with strong oversight and evidence to meet regulatory expectations. A Global Vantage Point: You'll get a front‑row seat to Wise's international growth, working across regions and entities to solve complex, cross‑border puzzles and drive consistent execution at scale. Additional information Salary: starting from 3700 EUR monthly gross and RSU (Restricted stock units). 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 .

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Head of KYC Outsourcing Vendor Management

Wise

About the company 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 . The role We’re looking for a Head of KYC Outsourcing Vendor Management in Tallinn to join the Global Vendor Management team. This role will lead the KYC Vendor Management team and work with KYC Outsourcing vendors under the Servicing umbrella. The lead acts as a bridge between the internal stakeholders and vendors under their care, ensuring service delivery and performance. It's a unique opportunity to build on your expertise, help deliver Wise’s mission of money without borders, and grow within a global, fast-paced listed company environment while ensuring our key vendors deliver high quality results for Wise. About the Role: People Leadership & Development - Build an inclusive, high-performance environment by providing regular feedback, setting clear role expectations, and coaching direct reports through personal growth goals and merit-based compensation. Operational Excellence & Rituals - Establish structured team rituals and delivery-oriented meetings, ensuring the team has the necessary tools and training to meet service delivery standards. Strategic Team Management - Oversee administrative needs and budgets while building resilient operations that avoid bottlenecks through succession planning and active contribution to global Vendor Management solutions. Strategic & Product Alignment - Develop a deep understanding of the Wise product and Servicing Strategy to own the long-term KYC vendor roadmap, ensuring service delivery aligns with shifting company goals. Performance & Quality Management - Drive vendor accountability through robust scorecards, rigorous KPI development, and continuous monitoring; leading remediation plans to ensure all quality and performance metrics are met. Financial Oversight & Unit Economics - Manage the full financial lifecycle, including cost forecasting, invoice reconciliation, and active participation in negotiations to optimize consumption and track unit economics. Risk, Compliance & Governance - Maintain full oversight of the risk landscape and contract lifecycles, ensuring all vendors comply with Third Party policies, Business Continuity Plans, and audit requirements. Stakeholder & Relationship Management - Act as the primary escalation point and bridge between Wise and its vendors, fostering strong internal cooperation and managing vendor responses during critical incidents. This role will give you the opportunity to: Choose your path to impact. You’ll take ownership from day one. Of course, you will have feedback from smart, curious people across Wise but you’ll experience unique levels of ownership and empowerment within your role. Be extremely hands on. No far away leaders in Wise, and in this role you’d be expected to take on the work yourself. Be part of our mission to make money without borders the new normal. Qualifications Experience in third party management, developing and leading vendor strategies and building efficient relationships that deliver on results. Preference will be given to candidates with experience in BPO services at a global scale. Proven track record of delivering and exceeding targets. Excellent communication skills with the ability to build relationships and work collaboratively across different teams Ability to advise, manage and report risks effectively, providing practical solutions to mitigate them. Project management skills, with the ability to manage multiple initiatives simultaneously. A get-it-done, collaborative approach to problem-solving. If you're interested in the position please apply by submitting your CV and cover letter. 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 .

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WFM Capacity Planning Senior Analyst

Wise

About the company 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 . The role As our WFM Senior Capacity Planning Analyst, you will act as the strategic owner of our workforce supply-and-demand ecosystem. You will move beyond traditional spreadsheets to build a predictive, financially aligned, and highly optimized capacity function. Your core responsibilities will include: Process Ownership & Governance: Own the end-to-end capacity planning process, setting the standard for planning horizons, robust documentation, and methodology. You will also review and approve capacity plans built by Planning Analysts. Advanced Predictive Modeling: Apply statistical techniques and use tools like Python, R, and SQL to extract data, build sophisticated forecasting models, and define risk bands under uncertainty. Financial Forecasting & Alignment: Act as the primary WFM owner for inputs into the financial rolling forecast, partnering closely with Finance to reconcile operational staffing models with corporate financial targets and cost objectives. Strategic Stakeholder Influence: Lead demand validation discussions with senior Operations, Analytics, and Demand Management leaders. You will confidently challenge assumptions with data to eliminate optimism bias and secure formal plan sign-offs. Scenario Planning & Leadership Insights: Design complex "what-if" scenarios (covering demand volatility, hiring delays, and productivity shocks) to provide executive decision-makers with clear options, cost/service trade-offs, and recommended paths forward. Cross-Functional Strategy Integration: Oversee the translation of capacity plans into actionable hiring strategies with Talent Acquisition , govern the seamless handover of staffing requirements to Scheduling , and collaborate with Analytics to build automated data pipelines. People Leadership & Mentorship: Act as the senior capability owner for the planning team, coaching and developing Planning Analysts to elevate their analytical rigor, financial thinking, and stakeholder management skills. Qualifications 4–7 years of experience in Workforce Management, Capacity Planning, Forecasting, Data Science, or Operations Analytics. Proven experience owning planning cycles, managing financial alignment, and driving stakeholder sign-offs in complex, high-volume, multi-skill environments. Strong hands-on experience with predictive or statistical analysis utilizing Python, R, or equivalent environments (time-series or regression-based modeling). Strong SQL proficiency, including complex queries, data modeling, and joining multiple operational datasets. Advanced spreadsheet skills paired with a strong continuous improvement orientation and a bias toward automation. Demonstrated ability to challenge assumptions with evidence, lead difficult trade-off conversations, and influence senior stakeholders without direct authority. A strong ownership mindset: structured, analytical, forward-looking, and calm under pressure. 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 .

WFM Capacity Planning Analyst

Wise

About the company 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 . The role The WFM Capacity Planning Analyst is responsible for the development, maintenance, and execution of workforce capacity plans, ensuring staffing supply is aligned with validated demand, service targets, and operational constraints. This role focuses on analytical execution and cross-functional coordination: translating demand forecasts into capacity requirements, validating assumptions with stakeholders, preparing hiring inputs, and ensuring clean handover of approved plans into Scheduling. The role involves workforce strategy or executive trade-offs. It executes the capacity planning methodology, coordinates validation and sign-off, and escalates risks and gaps to senior planners and WFM leadership. Your Mission: Capacity Plan Development & Maintenance: Build and maintain workforce capacity plans across short- and mid-term horizons (e.g. weekly, monthly, quarterly) using approved methodologies. Translate validated demand forecasts into required headcount / FTE, hours and staffing profiles,skill- and channel-based capacity requirements. Ensure capacity plans reflect agreed SLA targets, productivity and AHT assumptions, shrinkage, availability, and operational constraints. Demand Validation & Stakeholder Sign-Off: Partner with Demand Management to validate demand drivers and forecast inputs, understand launch timing, phasing, and risk. Partner with Analytics / Forecasting to validate volume, AHT, and productivity assumptions and challenge anomalies or inconsistencies in data. Partner with Operations to validate operational feasibility of capacity plans and confirm constraints, risks, and execution readiness. Drive formal capacity plan validation and sign-off, ensuring assumptions, risks, and trade-offs are clearly documented. Capacity-to-Scheduling Handover: Own the structured handover of approved capacity plans to Scheduling, ensuring capacity outputs are translated into clear scheduling requirements, assumptions, constraints, and sensitivities are fully understood, and timing and phasing of capacity changes are explicit. Act as the primary point of contact for Scheduling on capacity clarifications, interpretation of plan outputs, plan changes or re-validations. Ensure changes to capacity plans are version-controlled, communicated clearly and re-approved where required. Hiring Strategy Inputs & Workforce Supply Planning: Translate capacity plans into hiring requirements, including hiring volumes, start dates and ramp profiles, skill and location requirements. Data Collection & KPI Inputs for Capacity Exercises: Own the collection, validation, and preparation of data inputs required for capacity planning, including volumes and forecast outputs AHT and productivity metrics shrinkage, absence, and attrition data historical plan vs actual performance. Ensure data sources are consistent, documented, auditable and repeatable. Partner with Analytics and WFM execution teams to improve data quality and availability for future planning cycles. Scenario Analysis, Risk Identification & Continuous Improvement: Run structured what-if scenarios to assess the impact of demand volatility, hiring delays, productivity changes, operational or policy constraints. Partner with Operations, Talent Acquisition and Ops Partners to validate hiring feasibility and constraints. Highlight hiring risks such as lead-time misalignment, ramp shortfalls, attrition sensitivity. Support workforce supply decision-making by providing clear, data-backed hiring scenarios. Qualifications 2–4 years of experience in Workforce Management, Capacity Planning, Forecasting, Planning, or Operations Analytics. Experience working in high-volume operational environments (contact centre or case-based). Exposure to planning cycles, stakeholder validation, and workforce supply planning. Strong understanding of capacity planning concepts, including demand vs supply balancing, AHT and productivity drivers, shrinkage and availability, skill-based capacity modelling. Ability to build, maintain, and explain structured planning models. Comfortable analysing scenarios and articulating impacts and risks. Strong proficiency in spreadsheets (Excel / Google Sheets), including complex formulas, scenario modelling and data validation. Experience working with WFM or planning tools (e.g. Calabrio, NICE, Verint, or similar) is preferred. Comfortable working with large datasets and multiple data sources. A self-starter who is comfortable working autonomously. Additional information About this role: Location: Tallinn (sponsorship available) Salary: Salary range: 2,950€ - €3,750€ 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 .

Senior Technical Support Engineer

Veriff

<p>Veriff is hiring a Senior Technical Support Engineer for its USA region. As a Senior Technical Support Engineer, you will get to solve the most technically challenging problems facing our largest customers. You will be a trusted technical expert that our customers rely on to provide timely, accurate, and well-communicated solutions to their complex technical and integration problems. Beyond individual contribution, you will drive cross-team initiatives, mentor fellow engineers, and help shape the team's technical direction. You will identify patterns in issues, understand their severity, highlight risks to stakeholders, and get to the root cause of edge cases. If you're naturally a helper, enjoy assisting people with technical issues, and can explain technical details in a simple way while also enabling others, we'd like to meet you!</p> <p> </p> <p><strong>At Verriff, you'll help protect honest people online by:</strong></p> <ul> <li>Taking ownership of reported issues and ensuring their resolution from start to finish</li> <li>Conducting research, diagnosis, troubleshooting, and identifying solutions to address system and service problems</li> <li>Replicating reported issues and writing detailed bug reports</li> <li>Escalating unresolved issues to appropriate development teams and documenting standardized solutions for the knowledge base</li> <li>Handling crises in the event of feature failures or application downtime</li> <li>Participating in an on-call rotation and leading production incidents</li> <li>Developing and reporting on key metrics; for example generating custom reports and writing complex SQL queries</li> <li>Driving cross-team initiatives that have area-wide impact beyond your immediate team</li> <li>Taking responsibility for technical designs of new services and tools</li> <li>Identifying gaps in issues and processes, bringing data-driven solutions to the table</li> <li>Optimising and automating repetitive tasks</li> <li>Gathering feature requests and making them visible to correct stakeholders for planning</li> <li>Actively participating in the hiring pipeline and referring candidates</li> </ul> <p> </p> <p><strong>You are the right future Veriffian for the job if you have/are:</strong></p> <ul> <li>3+ years of experience in Technical Support, Site Reliability Engineering (SRE), or similar technical role</li> <li>Strong understanding of software programming and system architecture</li> <li>Solid knowledge of APIs (REST, webhooks)</li> <li>Solid ability to troubleshoot web applications and identify root causes</li> <li>Deep knowledge and experience with observability tools (e.g., Grafana)</li> <li>Proficiency in writing complex SQL queries and basic scripts</li> <li>Comfortable working with Mac, Linux, and Windows environments</li> <li>Experience with incident management processes</li> <li>Demonstrated ability to mentor and support team members</li> <li>A proactive approach to teamwork, a solutions-oriented mindset, and excellent interpersonal skills</li> <li>Data-driven approach to problem-solving and decision-making</li> <li>Knowledge of TypeScript, Python, Postgres, or ReactJS</li> <li>Ability to work independently without supervision, prioritize effectively, and deliver consistently</li> <li>Fluency in both written and spoken English</li> <li>A background in creating highly technical but clear technical documentation and presentations</li> </ul> <p><strong>You're an especially awesome match if you have/are:</strong></p> <ul> <li>Experience with JIRA, Confluence, and GitHub</li> <li>Built applications or integrated services</li> <li>Familiarity with CI/CD pipelines and deployment processes</li> </ul> <p><strong>Location: </strong>Remote within USA but preferable to be in Salt Lake City, Utah</p> <p><strong>Salary range:</strong> $114,000 - $145,000 USD Gross/Annual </p> <p><strong data-stringify-type="bold">Why Veriff?</strong></p> <p>We are the preferred identity verification platform partner for the world’s most innovative growth-driven organizations helping conveniently verify and safeguard users anywhere in the world. We support the broadest number of identity documents from nearly every country and territory in the world - and this is continually increasing! With a diverse team and offices in the United States, United Kingdom, Spain, and Estonia, as well as robust backing and funding from investors including Accel, Alkeon, IVP, Tiger Capital, and Y Combinator, we’re dedicated to helping businesses and individuals build a safer and more secure world. We strive to be the benchmark for trust online, and we take pride in being a positive force. </p> <p>When you join Team Veriff, we offer you the opportunity to have a real impact and advance your career, while looking after you along the way with a range of benefits designed with you in mind. Some of our favorites include...</p> <ul> <li>Full-remote job within our eligible locations in the USA (West Coast based)</li> <li>Extra recharge days per year on top of your annual vacation days</li> <li>Stock options that ensure you share in our success</li> <li>401(k) matching</li> <li>Extensive, medical, dental, and vision insurance to ensure you're feeling great physically and mentally</li> <li>Learning and Development and Health & Sports budgets that you are free to tailor to your own needs</li> <li>Four weeks of fully paid sabbatical leave after reaching your 5th work anniversary</li> </ul> <p><em> We are an Equal Opportunities employer committed to a diverse and representative team. Different opinions, perspectives and personalities push us forward. We want to hear from people who are passionate about their work and align with our values. Regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability. We also know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates - so rest assured, whoever you are, we want to hear from you!</em></p> <p>Please be informed that in the final stage of the recruitment process we may request you to go through identity verification. For more information, please see<a href="https://www.veriff.com/recruitment-privacy-policy"> Recruitment Privacy Policy</a>.</p> <p><span style="color: rgb(255, 255, 255);">#US2 #US1</span></p>

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High Volume Support Specialist

Wise

About the company 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 . The role The High Volume Support Specialist is the frontline owner of trust and retention for our highest-volume customer segment. Your purpose is to deliver service and expert guidance so strong that our most valuable customers become our most passionate advocates. The customers you support are moving large amounts of money. This can be an anxious time, so emotional intelligence, accountability and clear ownership are critical to delivering effective support. You will own the customer experience end to end , even when other teams are needed to solve the underlying issue. This means you are responsible for clear communication , regular updates, internal coordination, and making the next step easy for the customer. You will not override regulatory, KYC, Financial Crime, or risk decisions, but you will help customers understand what is happening, reduce unnecessary friction, and escalate issues with the right context. You will support our high-volume Consumer and Business customers , where retention is the North Star metric. This is not a standard support role built around scripts or handoffs. You are a case owner , and you make the customer experience feel overwhelmingly human. Your core mission is to turn every interaction, whether by email or live channels, into a reason for the customer to stay. You will handle complex enquiries with a solution-focused mindset and a high degree of autonomy. You are the customer’s champion , ensuring that even when things go wrong, the quality of service strengthens loyalty instead of weakening it. You will work in a fast-paced environment where efficiency meets empathy . You are empowered to make decisions, solve problems creatively and own the outcome. You will also act as the eyes and ears on the ground, sharing insights with the High Volume Senior Lead to help refine our playbook and reduce friction. Responsibilities Case Ownership & Resolution Take full cradle-to-grave ownership of customer enquiries and issues by default. You are the customer’s single point of contact until the issue is resolved.; you do not "pass the buck." You consistently aim for first contact resolution, demonstrating your commitment to getting the right outcome and not just completing a task. Manage a dynamic workflow across different channels, ensuring high-volume demand is met without sacrificing quality. Use creative thinking to diagnose complex issues . Move beyond standard operating procedures when needed to find solutions that work for the customer and the business, from both a regulatory and efficiency perspective Work closely with other teams , such as KYC and Financial Crime to seamlessly facilitate customer issues and act as an advocate for the customer. Retention & Loyalty Treat every interaction as a retention opportunity. Identify "at-risk" behaviors or sentiments and intervene with high-touch service and real time conversations, anticipating potential needs and likely friction to prevent churn. Educate customers on how to get the most out of our products, moving the conversation from "fixing a problem" to "adding value." De-escalate friction with professional empathy, transparency and confidence, turning negative sentiment into positive advocacy. Participate in initiatives and programmes designed to improve customer retention eg re-contacting self deactivated customers. Deliver empowered solutions that solve for tomorrow by proactively addressing future friction points before the customer even identifies them. Operational Excellence & Feedback Maintain rigorous adherence to High Volume KPI’s. Act as a feedback loop for the High Volume Senior Lead and wider management team. Use high-level root cause analysis to identify recurring trends, broken processes, customer education opportunities and product bugs that are driving high contact volumes. Document unique case resolutions and creative fixes so individual wins become scalable learnings for the wider team and knowledge base Qualifications Skill Requirements Essential Experience: 2+ years in a customer-facing role , preferably in a high-volume, high-growth, and complex customer servicing environment (e.g. FinTech, SaaS, Tech). Retention Mindset: You understand that support is a revenue-protection function. You are driven by the challenge of turning a dissatisfied customer into a loyal one, or detractor/passive into a promoter. Accountability: A must-have. You take pride in closing the loop. You are comfortable holding the ball and driving the resolution , even when the answer isn't immediately obvious. For you accountability doesn’t stop there, you also take ownership for your personal development and time management to be the best you can for your customers. Empowerment and Autonomy: You positively thrive on having the freedom to decide how to deliver the best outcome to the customer, safe in the knowledge that you have ‘permission’ to act in the customer’s best interests, provided you remain compliant with regulation. Creative Problem Solving: You are comfortable working in the "grey." You don't need a script to know how to help someone, instead you use critical thinking to find the best possible outcome, working effectively as a team to get things done where needed . Communication Expertise: Exceptional written and verbal communication skills. You can explain complex concepts simply, and you know how to deliver difficult news with grace and professionalism. Change Agent: You proactively promote and embrace change for the relentless betterment of the customer experience - you are progressive and resilient. Tech Savvy: Comfortable jumping between different support tools, CRMs, and internal systems with speed and accuracy. High Intensity Learning: Ability to take in and make connections between large volumes of information in different formats and from various sources in order to fully understand root causes and make proactive judgements and effective decisions on how to resolve customer queries and identify improvement opportunities. Additional information Hiring Process: Application review (CV + Cover Letter) Maki Assessment (Online Skills assessment) Interview with the team What’s in it for you: 🚀 RSUs in a rapidly growing company 💻 Flexible working model 💪 An annual self-development budget 🏝️ A paid 6-week sabbatical leave after four years ☀️ Paid time off: 28 days vacation + 3 “Me” days + 1 volunteer day, annually Click here to learn more about the benefits that we offer at Wise. Application Process If you're interested in the position please apply by submitting your CV and your cover letter Questions to answer in the cover letter: Could you briefly tell us about your background in customer service and what specifically attracted you to this role at Wise? What are your personal goals for the next 2 years, and how do you envision achieving them within a role like this at Wise? When would you be available to join Wise if you are successful? Please note that we do not provide visa sponsorship for this role, you need to be eligible to work in Estonia. 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 .