Escalated Support Specialist

Google Chrome Microsoft Edge Apple Safari Mozilla Firefox Escalated Support SpecialistFull-time Compensation: BRL 11000 - BRL 15400 - monthlyCompany DescriptionWise 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.Job DescriptionSpecialists within the Escalated Support team are responsible for providing fast, fair, and robust responses to escalated complaints. They will not only ensure that processes were followed but challenge whether or not the correct processes were applied. Complaints Specialists will conduct detailed root cause analyses in collaboration with the RCA team to identify systemic issues and improvement opportunities, utilising data-driven insights to determine the scale and impact of problems and drive actionable recommendations.  Complaints Specialists in the Escalated Support team are expected to understand customer pain points and leverage customer experience data to research the customer journey and identify service or product enhancements. They will track customer sentiment to forecast changes in customer experience and lead retrospectives to produce detailed reports on failures, opportunities, and fixes. Finally, they will assess issues to determine if they are isolated incidents or systemic problems, proposing improvements with clear deliverables to prevent future occurrences, ultimately aiming to improve customer outcomes, ensure accountability, and enhance user experience by efficiently resolving root causes.Activities performed on the job:Managing Escalated Cases and/or High-Risk Vulnerable Customer CasesCase Review and Prioritisation: Start the day by reviewing the most urgent escalated complaints that have been assigned. This involves analysing the details of each case to understand the severity and customer impact.High-Risk Vulnerable Customer Cases handling:  Safeguard our most vulnerable customers by prioritising high-risk cases, minimising the risk of harm through rapid intervention and systemic process improvements.Investigating Issues: Officers would spend time digging into the specifics of each case, speaking with different teams (Customer Service, Fraud, Product) to gather relevant data, and understanding the root cause of the problem.Providing Responses: Officers would draft detailed, tailored responses to the customer, ensuring the issue is resolved fairly and quickly. They would also challenge the processes if they feel the initial resolution wasn't optimal.Root Cause Analysis (RCA)Conducting RCA: Officers would work on investigating the root cause of issues for each escalated case. This involves gathering data, using analytical tools, and identifying whether the issue is systemic or an isolated incident.Collaborating with RCA Teams: In cases that require deeper analysis, the officer may collaborate with the RCA team to ensure thorough exploration of issues. They may participate in retrospective (retro) meetings to discuss findings.Customer Experience InsightsCustomer Journey Mapping: Part of the role involves understanding the customer’s pain points. Officers may map out the customer’s journey from initial contact to the escalation point to identify failures or gaps in the process.Collating Customer Feedback: Officers might gather and analyse customer feedback or sentiment data to assess how similar issues impact broader customer segments, working with the Customer Experience team to measure satisfaction.Reporting and RetrospectivesWriting Detailed Reports: Officers are responsible for documenting the outcomes of their investigations....