{"id":2961329,"url":"https://alion.io/job/wise-global-complaints-team-lead","title":"Global Complaints Team Lead","company":{"id":3856,"name":"Wise","domain":"wise.com","url":"https://alion.io/company/wise","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":75,"open_postings":46,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":22,"computed_at":"2026-10-23T05:54:15Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Budapest, Hungary"],"countries":["HU"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":1120000,"max":1440000,"currency":"HUF","period":"month","gross":null,"usd_annual":53496},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":true,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Looker","optional":false}],"status":"live","first_seen_at":"2026-10-20T15:03:56Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-23T15:09:34Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Wise 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.\n We’re looking for an experienced lead of business customers that can drive exceptional customer service, while generating high quality and actionable insights to key stakeholders, to create lasting and positive changes.\nAt Wise, we're on a mission to make money move as easily as information - fair, transparent, and fast. As our Business Complaints Team Lead for Budapest, you'll be central to that mission: ensuring our business customers in Budapest receive fair, high-quality outcomes when things go wrong, and leading a team that sets the standard for what great complaints handling looks like.\nYou'll build and lead a growing team of Business Complaints Officers in Budapest, coaching them to deliver excellent outcomes, managing day-to-day performance, and driving continuous improvement through data and root cause thinking. More than a people manager, you'll be an advocate for customers, a bridge to cross-functional teams, and a critical voice in shaping how Wise handles complaints.\nIf you're passionate about people development, customer fairness, and making a real difference in a fast-moving fintech, this is the role for you.\nRoles & Responsibilities\nLeadership & Team Management\nLead and develop a team of Business Complaints Officers in Budapest, managing daily operations and maintaining a high-quality, high-care culture\n\nCoach officers on complaint writing quality, regulatory obligations, and fair customer outcomes\n\nMonitor team KPIs and SLA performance, addressing underperformance proactively and recognising strong work\n\nAct as the primary escalation point for complex, sensitive, or high-risk cases\n\nCustomer Focus & Quality\nEnsure every complaint is resolved fairly and in line with regulatory requirements\n\nReview and quality-check case outputs, delivering structured feedback and coaching\n\nChampion the customer internally - use complaint insights to advocate for product and process improvements across the business\n\nAnalytical Thinking & Reporting\nIdentify trends in complaint data and translate them into actionable insights for the team and senior stakeholders\n\nContribute to MBR-level reporting on complaint volumes, SLA performance, and root causes\n\nUse tools including Zendesk, Looker, and internal dashboards to manage workload and quality proactively\n\nStakeholder Collaboration\nWork cross-functionally with Operations, Product, Compliance, and WFM to resolve systemic issues\n\nEngage with regulatory bodies as required, ensuring timely and accurate responses\n\nRepresent the complaints team in senior forums and contribute to the global complaints strategy\n\n About You\nYou have at least 12 months' experience as a Complaints Specialist or 24 months experience as a Complaints Officer or in a senior/leadership role in customer service or complaints handling\n\nYou're a natural people developer - you coach, challenge, and genuinely care about the growth of your team\n\nYou're analytical - you can spot trends in data, ask the right questions, and turn insight into action\n\nYou communicate clearly and confidently, adapting your style for different audiences - from frontline officers to senior stakeholders\n\nYou're customer-obsessed: fair outcomes for customers are your non-negotiable\n\nYou're organised and reliable - you manage your team's workload and your own with care and precision\n\nYou're comfortable using Zendesk, Looker, or similar tools - or eager to build that capability\n\n Salary for the role - 1,120,00 HUF to 1,440,000 HUF gross monthly (+RSU's)\nUnfortunately we are not able to offer sponsorship or relocation for this role.\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":4669,"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":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":true,"industries":["Money Transfer & Remittances","Currency Exchange & FX Payments"],"lifecycle":[{"event":"open","at":"2026-10-20T22:57:51Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":2,"expected_fill_days":22,"reasons":["conf:0","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-10-23T05:54:15Z"},"pay":{"stated_usd_annual":53496,"is_top_pay":false},"html_url":"https://alion.io/job/wise-global-complaints-team-lead","json_url":"https://alion.io/job/wise-global-complaints-team-lead.json","meta":{"generated_at":"2026-10-23T15:57:41Z","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":24051,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-24T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"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":3856},"rest":"https://alion.io/mcp/rest/get_company?id=3856"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fwise-global-complaints-team-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"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%2Fwise-global-complaints-team-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"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%2Fwise-global-complaints-team-lead"},{"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/wise-global-complaints-team-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fwise-global-complaints-team-lead"}]}