Total Service Account Specialist at Wise

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.

Qualifications

We are looking for a highly capable and experienced individual ready to strategically grow their portfolio and lead by example. Success in this role demands deep industry knowledge, exceptional communication (fluent in English), and a strong "get stuff done" execution focus.

The mindset & core competencies

• Customer-Centric focus: You possess the rare ability to balance daily execution with high-level empathy, ensuring the customer is present in every meeting and decision. We value creative thinkers who don’t just follow a script but use ingenuity to solve complex problems and drive long-term loyalty.

• Strategic & analytical thinking: You possess excellent problem-solving, analytical, and critical thinking skills. You'll make data-driven decisions and anticipate challenges, guiding effectively under pressure.

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

• Attention to detail & compliance: Great attention to detail and a solid understanding of KYC principles. You can identify compliance-related red flags and behaviours, and actively guide your team in mitigating risks.

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

• Collaborativeness: You will act as the customer´s voice within the company driving changes by taking feedback to the product team as well as talking to other teams in solving customer´s issues.

The experience & execution

We're looking for someone who is ready to be hands-on and drive tangible results:

• Proven growth track record: You have a track record of successfully growing your accounts.

• Industry fluency: You're familiar with the business and financial services landscapes and understand how cross-border payments work for them today. You ensure your team stays informed about industry trends, market shifts, and competitors’ landscape, translating these insights into actionable strategies.

• High-growth experience: You've worked in a high-growth payments technical environment previously.

• Data driven: You are extremely comfortable working with operational, product, and financial data, and can "connect the dots" across them.

• Execution superpower: Getting stuff done is your superpower! You possess strong planning, problem-solving, and decision-making skills. You are deadline-oriented with great time and energy management.

• Hands-on & accountable: You are ready to go deep into the rabbit hole—whether it’s diving deep into data analysis, processes, or compliance. You are decisive and accountable, driving team results and empowering team members.

• Where You'll Be: We're looking for someone to join our team in São Paulo, Brazil!

• It's a hybrid role, so you'll get to spend time with the team in the office.

• Work Eligibility: This role is for candidates who are already authorized to work in Brazil.

Nice to haves:

• Payments expertise: You have experience with domestic and cross-border payment systems (SEPA, FPS, SWIFT, and other local market payment schemes).

• Fluency in one or more of the following languages: Spanish, German, and/or French.

• Experience with Salesforce (CRM/case handling), Zendesk, Twilio, Looker/SuperSet, Confluence, and Slack.

Additional Information

Hiring Process:

1. Application review (CV) - Please submit your resume in English. Resumes in Portuguese will not be considered.

2. Take home test (written format)

3. Screening call with a member of the Talent Acquisition team

4. First interview with the team

5. Final interview with Hiring Managers

What’s in it for you:

• Salary range for this role: 11,000 - 15,400 BRL gross monthly

• 🚀 RSUs in a rapidly growing company

• 💻 Flexible working model

• 💪 An annual self-development budget

• ☀️ Paid time off: 28 days vacation + 3 “Me” days + 1 volunteer day, annually

• 🏝️ A paid 6-week sabbatical leave after four years

• 💉Health insurance coverage.