Total Service Account Specialist

Are you ready to take a pivotal role in enhancing customer relationships and driving business growth?

Wise is seeking a dedicated Account Specialist in São Paulo to join our high-impact team! This is your unique chance to dive into proactive account management and help shape the future of business support at Wise.

What you'll be doing:

In this specialist role, you'll be managing a dedicated portfolio of high-volume business customers, focusing on retention and growth in contribution margin.

• Proactive account management: You'll pioneer our differentiated service proposition, focused on achieving key performance indicators (KPIs) for resolution and quality, while strictly adhering to SLAs and regulatory compliance. This involves understanding customer needs, providing tailored advice, and proactively identifying opportunities for them to optimize their use with Wise.

• Problem solving & support: Act as the go-to person for complex client issues. Leverage your deep product knowledge to provide powerful, personable relationships with your customer base, generating trust.

• Strategic client engagement: Proactively monitor your portfolio's health and revenue growth. Use data-driven triggers to engage with customers, addressing potential issues and ensure ongoing customer satisfaction and growth. 

• Collaborate cross-team: Work seamlessly with support teams and other stakeholders such as Product, Engineering, and Business Operations teams. A crucial part of your role is providing valuable feedback that directly contributes to service and process improvements.

• Leadership Experience: Proven experience in a team leadership or senior customer success role, preferably within a fast-paced, high-growth environment. You have a track record of successfully growing accounts and coaching others to do the same.

• Industry Knowledge: Experience with domestic and cross-border payment systems (e.g., SEPA, FPS, SWIFT) and familiarity with business and financial services landscapes.

• Customer-Centric Mindset: A strong focus on customer satisfaction and the ability to instill this value within a team.

• Analytical & Strategic Thinking: Excellent problem-solving skills with the ability to think strategically, anticipate challenges, and make data-driven decisions to guide your team effectively.

• Exceptional Communication: Outstanding communication skills to clearly explain complex concepts to both customers and team members.

• Attention to Detail: A strong attention to detail and a solid understanding of KYC principles, with the ability to identify compliance-related red flags and guide a team in mitigating risks.

• Adaptability: The ability to thrive in a dynamic, fast-paced environment where priorities can shift, requiring agility in leading a team through varied tasks.

• Execution-Oriented: A bias for action, demonstrating strong planning, decision-making, and problem-solving skills. You are deadline-oriented with excellent time and energy management.

• Data Fluency: Extremely comfortable working with operational, product, and financial data, and can "connect the dots" across them.

• Hands-On Approach: Willing to dive deep into data analysis, processes, or compliance details to find solutions and support your team.

• Please apply by submitting your resume in English. Applications in Portuguese will not be considered.

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.

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