Customer Support Team Lead

Company Description

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.

Job Description

The Customer Support Team Lead is a strong leader with a mindset that allows them to build strong teams and processes that put our customers first, while providing continuous feedback from customers to various product teams.

The Customer Support Team Lead will provide leadership to the Customer Support Team. Establish and maintain Quality Compliance and other processes required for an exceptional level of customer support. Customer Support Team is the primary point of contact for the Wise customers and forms a large part of the company’s profile. As such, all enquiries to Customer Support need to be acted upon with efficiency and professionalism.

It is the Customer Support Team Lead’s primary responsibility to ensure that expectations are clearly set and that members of the Customer Support team are highly engaged, motivated, armed with all necessary equipment and software, have opportunities to contribute to tactics and strategy, and opportunities to learn and grow.

The Customer Support Team Lead will ensure that customer service is maintained by:

• Liaising with the relevant departments to ensure that customer objectives are being met

• Ensuring a high level of product knowledge within Customer Support team members as evidenced through turnaround time of issues and ability of Customer Support to resolve issues independently

• Ensuring a high level of customer focus (internally and externally) with due care and attention to customer priority issues and appropriate levels of customer communications

• Ensuring that regular audits of communications are performed and that appropriate training is provided to personnel in this area

• Assigning and monitoring the customer support tickets and implementing action plans and escalation procedures to address problematic areas

• Developing and maintaining customer satisfaction measurement metrics

• Defining and implementing the procedures and policies to ensure that high-quality service is delivered to customers (both internal and external) and adherence to strict SLA’s

• Seeking feedback and following up information from customers

Also, communicating the customers’ perception of value and quality to the business and identifying:

• Any bugs in the product that result in issues for the customer

• Any improvements that could be made to the product itself - its features or functionality - to bring it more in line with what the customer defines as quality or value

• Any improvements to the product’s inbuilt support functionality that could reduce customer frustration / the need to make a support call

• Participate directly in the product design process, to identify gaps between customer expectations and product design as early as possible

• The Customer Support Team Lead is primarily responsible for the implementation and maintenance of a Customer Support Team within the Wise.

• The Customer Support Team Lead will be the customer advocate, ensuring that all customer support requests (be they internal or external) are followed up in a timely fashion, while performing Quality Assurance and Quality Control on customer service requests ongoing.

• We are looking for a human-centric leader who is not just managing metrics, but is a proactive champion for their people and customers, navigating complex issues with emotional intelligence and data-driven insight.

Qualifications

• Leadership Mastery: You bring 2+ years of people leadership experience, preferably within a high-volume, high-growth, and complex servicing environment like FinTech, Tech, or SaaS.

• Data & Communication Expertise: You seamlessly analyze operational dashboards to make data-driven decisions, coupled with exceptional presentation skills to effectively share insights and generate stakeholder buy-in.

Your Soft Skills & Mindset:

• Human-Centric Retention Mindset: You are deeply committed to retaining both high-value customers and your people, prioritizing work-life balance and engagement to build a resilient, high-performing team.

• Extreme Ownership: You take immense pride in accountability, empowering your specialists to deliver exemplary outcomes while proactively navigating and resolving systemic obstacles.

• Coach & Change Leader: You thrive on guiding others through change, using active listening and empathy to mentor critical thinking, overcome resistance, and foster a culture of adaptability.

Additional Information

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.

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.