Enterprise Support Specialist - Wise Platform at WISE · São Paulo

companyDescription 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. jobDescription As an Enterprise Support Specialist for Wise Platform, your mission is to drive operational efficiency and scalability for our partners. You'll be the main point of contact for our partners, ensuring that they get the most out of our products by acting as their internal liaison within Wise Platform. You will provide advanced-level support and guidance throughout the entire partner lifecycle: from implementation to ongoing optimization. What You’ll Do Your responsibilities are broadly split into four main pillars: Implementation and Operational Setup Proactively review partners’ operating environments to deliver training, documentation, and best practices in customer support. Develop tailored support documentation and lead workshops to map out support models for new partnerships. Coordinate with internal Wise servicing teams to streamline processes and remove bottlenecks for new products. Support the testing of partnership models to ensure every partner query flows smoothly to the right teams and receives a fast response within our agreed SLAs. Build and Test Conduct high-level training on support structures, currency-specific info, and escalation processes. Take ownership of the technical ecosystem for each partner, from setting up Zendesk organizations and Knowledge Spaces to managing shared workspaces and collaboration tools. Identify potential deployment risks and escalate critical issues to ensure minimal disruption to partner operations. Launch and Post-Launch Act as the primary point of contact for partners, providing high-quality support through email and live channels (such as phones) to resolve queries. Conduct deep dives into partner contact data to identify trends, pain points, and areas for improvement. Monitor performance KPIs and collaborate with development teams to optimize the product based on your analytical findings. Gather partner feedback through surveys and interviews to influence the product roadmap. Conduct regular reviews with Customer Success Managers (CSMs) and Account Managers (AMs) to assess business outcomes and identify opportunities for impact. Long-term Strategic Direction Turn your data-backed suggestions into reality. You will own projects from ideation to completion with minimal guidance, communicating with both internal Wise teams and external partner stakeholders. Act as the Voice of the Partner internally, influencing Wise product and process changes to better accommodate enterprise requirements. Advocate for partners to ensure their needs remain central to our global scaling strategy. qualifications Proven experience delivering premium, executive-level support or specialized implementation services within an Enterprise environment. Demonstrated ability to manage complex issues for high-value clients and stakeholders, emphasizing extreme attention to detail and personalized service delivery. Experience managing end-to-end projects involving multiple stakeholders. Strong analytical skills with the ability to turn data into actionable projects. Who You Are Data-driven: You are proficient in using data and have experience with analytics platforms (e.g., Looker, Snowflake, MS Suite, Lightdash, Superset). You don’t just report numbers; you use them to monitor partner health, identify trends, and back up your strategic recommendations. Project owner: You can manage complex projects from the initial idea to completion with minimal guidance. You are comfortable defining scope, setting timelines, and coordinating between internal teams and external partners to deliver results. Excellent communicator: You can break down complex technical concepts into clear, engaging presentations. You build trust through effective dialogue and are comfortable leading high-level partner meetings. Complex problem-solver: You look beyond the immediate "fix." You identify root causes and implement scalable processes to prevent recurring issues. Global collaborator: You thrive in a globally distributed team. You can collaborate seamlessly across different regions and functions to get things done. Product and operational expert: You have the curiosity to develop a deep understanding of the Wise Platform product suite and the operational workflows (including compliance and servicing) that support it. Resolution specialist: You stay calm under pressure. You can efficiently manage and resolve incidents by keeping both partners and internal teams informed while driving toward a solution. Process optimizer: You understand how functional teams work and act as their "single source of truth," helping them optimize their processes based on specific partner needs. additionalInformation The monthly salary for the position is BRL 11.000 + Equity in Wise (RSUs) You are comfortable with a flexible schedule, including a requirement to work 2 weekend days per month to support our global partners. This is a hybrid position located in Sao Paulo, Brazil, and not fully remote (minimum 3 days at office). You must be able to commute to the office or open to relocation. You’re eligible to work in Brazil, we do not offer sponsorship for Visas for this role. Benefits 🚀 RSU’s in a rapidly growing company 💻 Flexible working model 💪 An annual self-development budget 🩺 Health and dental allowance for you and your dependents 💝 Company-paid: Life Insurance, and an EAP program ☀️ Paid time off: 30 days vacation + 3 “Me” days + 1 volunteer day, annually 🏝️ A paid 6-week sabbatical leave after four years 👶🏼 18-weeks of paid parental leave, after a year with us and child care assistance 🚌 Transportation vouchers 🍕 Food (708 BRL per month) and meal (1,166 BRL per month) vouchers 🏋️ TotalPass access to 3,500 gyms and studios throughout Brazil Click here to learn more about the benefits that we offer at Wise 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.