{"id":3844747,"url":"https://alion.io/job/modelwise-high-volume-business-support-specialist","title":"High Volume Business Support Specialist","company":{"id":4410409,"name":"Modelwise","domain":"modelwise.ai","url":"https://alion.io/company/modelwise-gmbh","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Career sitemap","truth_index":{"grade":"A","score":100,"open_postings":329,"ghost_share":0.012,"stale_share":0.152,"repost_share":0.061,"time_to_fill_p50_days":20,"computed_at":"2026-11-15T07:52:55Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["São Paulo, Brazil"],"countries":["BR"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Instagram","optional":false},{"name":"LinkedIn","optional":false}],"status":"live","first_seen_at":"2026-11-05T15:12:09Z","employer_posted_date":"2026-11-05","last_verified_at":"2026-11-15T10:42:22Z","board_verified":true,"closed_at":null,"days_open":10,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":10},"description":"Company Description\nWise is a global technology company, building the best way to move and manage the world’s money.\nMin fees. Max ease. Full speed.\nWhether 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.\nAs part of our team, you will be helping us create an entirely new network for the world's money.\nFor everyone, everywhere.\nMore about our mission and what we offer.\nJob Description\nResponsibilities\nCase Ownership & Resolution\nTake full cradle-to-grave ownership of customer enquiries and issues by default. You are the customer’s single point of contact until the issue is resolved.; you do not \"pass the buck.\" You consistently aim for first contact resolution, demonstrating your commitment to getting the right outcome and not just completing a task.\n\nManage a dynamic workflow across different channels, ensuring high-volume demand is met without sacrificing quality.\n\nUse creative thinking to diagnose complex issues. Move beyond standard operating procedures when needed to find solutions that work for the customer and the business, from both a regulatory and efficiency perspective\n\nWork closely with other teams, such as KYC and Financial Crime to seamlessly facilitate customer issues and act as an advocate for the customer.\n\nRetention & Loyalty\nTreat every interaction as a retention opportunity. Identify \"at-risk\" behaviors or sentiments and intervene with high-touch service and real time conversations, anticipating potential needs and likely friction to prevent churn.\n\nEducate customers on how to get the most out of our products, moving the conversation from \"fixing a problem\" to \"adding value.\"\n\nDe-escalate friction with professional empathy, transparency and confidence, turning negative sentiment into positive advocacy.\n\nParticipate in initiatives and programmes designed to improve customer retention eg re-contacting self deactivated customers.\n\nDeliver empowered solutions that solve for tomorrow by proactively addressing future friction points before the customer even identifies them.\n\nOperational Excellence & Feedback\nMaintain rigorous adherence to High Volume KPI’s.\n\nAct as a feedback loop for the High Volume Senior Lead and wider management team. Use high-level root cause analysis to identify recurring trends, broken processes, customer education opportunities and product bugs that are driving high contact volumes.\n\nDocument unique case resolutions and creative fixes so individual wins become scalable learnings for the wider team and knowledge base\n\nQualifications\nSkills Requirement\nEssential Experience: 2+ years in a customer-facing role, preferably in a high-volume, high-growth, and complex customer servicing environment (e.g. FinTech, SaaS, Tech).\n\nRetention Mindset: You understand that support is a revenue-protection function. You are driven by the challenge of turning a dissatisfied customer into a loyal one, or detractor/passive into a promoter.\n\nAccountability: A must-have. You take pride in closing the loop. You are comfortable holding the ball and driving the resolution, even when the answer isn't immediately obvious. For you accountability doesn’t stop there, you also take ownership for your personal development and time management to be the best you can for your customers.\n\nEmpowerment and Autonomy: You positively thrive on having the freedom to decide how to deliver the best outcome to the customer, safe in the knowledge that you have ‘permission’ to act in the customer’s best interests, provided you remain compliant with regulation.\n\nCreative Problem Solving: You are comfortable working in the \"grey.\" You don't need a script to know how to help someone, instead you use critical thinking to find the best possible outcome, working effectively as a team to get things done where needed .\n\nCommunication Expertise: Exceptional written and verbal communication skills. You can explain complex concepts simply, and you know how to deliver difficult news with grace and professionalism.\n\nEnglish Fluency: Fluent or advanced English proficiency to communicate effectively with clients.\n\nChange Agent: You proactively promote and embrace change for the relentless betterment of the customer experience - you are progressive and resilient.\n\nTech Savvy: Comfortable jumping between different support tools, CRMs, and internal systems with speed and accuracy.\n\nHigh Intensity Learning: Ability to take in and make connections between large volumes of information in different formats and from various sources in order to fully understand root causes and make proactive judgements and effective decisions on how to resolve customer queries and identify improvement opportunities.\n\nAdditional Information\n*Please note, only resumes provided in English will be considered*\nThe salary offered for this position is BRL 7,250 gross per month.\nSchedule: This is a hybrid position open exclusively to candidates who reside in the Greater São Paulo area.\n\nThe training period will occur 100% on site from 9:00 AM to 6:00 PM. After that period, you start working on the Shift structure listed below\n\nYou are expected to work fully on-site at the office during your first 3 months of employment\nAfter this period, you’ll work on hybrid mode (5 days of work and 2 days off).\n\nThe position requires flexibility, as the work schedule may include weekends and holidays. Candidates must be comfortable working on the following rotating shifts:\nEarly: 9h00 AM - 17h12 PM\n\nLate: 12h00 PM - 20h12 PM\n\nVery Late: 13h48 PM - 22h00 PM\n\nBenefits: \nHealth and dental allowance for you and your dependents - CarePlus (Master 1)\nCompany-paid: Life Insurance, and an EAP program\nPaid time off: 30 days vacation + 3 “Me” days + 1 volunteer day, annually\nA paid 6-week sabbatical leave after four years\n8-weeks of paid parental leave, after a year with us and child care assistance\nTransportation vouchers\nMeal (708 BRL per month) and food (1,166 BRL per month) vouchers\nTotalPass access to gyms and studios throughout Brazil\nClickhereto learn more about the benefits that we offer at Wise\nFor 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.\nWe're proud to have a truly international team, and we celebrate our differences.\nInclusive 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.\nIf you want to find out more about what it's like to work at Wise visit Wise.Jobs.\nKeep up to date with life at Wise by following us on LinkedIn and Instagram.\nFor 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.\nWe're proud to have a truly international team, and we celebrate our differences.\nInclusive 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.\nIf you want to find out more about what it's like to work at Wise visit Wise.Jobs.\nKeep up to date with life at Wise by following us on LinkedIn and Instagram.","description_format":"text","description_chars":7372,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Hybrid work","Life insurance","Parental leave"],"hiring_locations":[{"name":"Brazil","iso":"BR","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Simulation & Digital Twin Software","Industrial AI","Manufacturing & Industrial Software"],"lifecycle":[{"event":"open","at":"2026-11-06T00:19:57Z"}],"visa":[],"liveness":{"score":77,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":0.9,"age_days":9,"expected_fill_days":20,"reasons":["conf:4","velocity","win:mid","comp:junior,brand"],"computed_at":"2026-11-15T07:52:55Z"},"pay":null,"html_url":"https://alion.io/job/modelwise-high-volume-business-support-specialist","json_url":"https://alion.io/job/modelwise-high-volume-business-support-specialist.json","meta":{"generated_at":"2026-11-15T20:57:39Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":15727,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4410409},"rest":"https://alion.io/mcp/rest/get_company?id=4410409"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmodelwise-high-volume-business-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmodelwise-high-volume-business-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmodelwise-high-volume-business-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/modelwise-high-volume-business-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmodelwise-high-volume-business-support-specialist"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3844747}},{"tool":"search_jobs","arguments":{"company":"modelwise.ai","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3844747},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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