Pros
Wise used to be an amazing company to work for. I've been there over a year, and I used to believe the role was a dream come true - hard, but the benefits and work/life balance were worth it. Wise made a big deal about valuing employee mental health, so they limited the amount of time agents spent on the phone, which made it feel different from any other call center positions around. Schedules and shifts were consistent as well. You had weekends off, except for one day a month, which made spending time with family easy.
Cons
In the past few months, Wise has made sweeping changes to the Customer Service role. Agents are now on phones the majority of their time. Schedules have moved to a shift bidding system that has been broken since it launched, resulting in agents having weird and inconsistent schedules (i.e. Mon 12-8, Tue 8-4, Wed 12-8, Thurs 9-5, Fri 8-4). You are also required to work two full weekends a month now. Because of the broken shift bidding system requiring manual corrections by Workforce Management, you won't receive your schedule for the month until a couple of days before it starts, so good luck planning appointments and life events! Managers (called Team Leads at Wise) takes constant long lunches or walk around in packs joking with each other, while agents are stuck unsupported on the floor. If you ever reach out for help from a manager, you're told they're busy and to lean on other CS agents for help. Meanwhile, you can see them sipping coffee and laughing with a group of other team leads from where you're sitting. By the way, there's a tiny parking lot at the Tampa location, so you will be forced to pay $20-$25 for parking at a local lot unless you want to try to get there early enough to secure a spot for yourself.
