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 youll be doing:

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

• Proactive account management: Youll 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 portfolios 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 dont 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. Youll 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 customers voice within the company driving changes by taking feedback to the product team as well as talking to other teams in solving customers issues.

The experience & execution

Were 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: Youre 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: Youve 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 holewhether its diving deep into data analysis processes or compliance. You are decisive and accountable driving team results and empowering team members.

• Where Youll Be: Were looking for someone to join our team in São Paulo Brazil!

• Its a hybrid role so youll 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

Whats in it for you:

• Salary range for this role: 11000 - 15400 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.

Click here to learn more about the benefits that we offer at Wise.

For everyone everywhere. Were people building money without borders  without judgement or prejudice too. We believe teams are strongest when they are diverse equitable and inclusive.

Were 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 its like to work at Wise visit .

Keep up to date with life at Wise by following us on LinkedIn and Instagram.

Remote Work :

No

Employment Type :

Full-time