Customer Support Resolution Rate Program Specialist
Customer Support Resolution Rate Program Specialist
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Job Description
Ready to change the game for millions of customers worldwide
At Wise were on a mission to create a world where money moves effortlessly without bordersand our customers deserve support that moves just as fast. If youre passionate about turning insights into impact driving meaningful change and improving customer experiences on a global scale this is your opportunity.
Were looking for a Customer Support Resolution Rate Program Specialist whos ready to roll up their sleeves dive into the data and help design smarter ways for us to resolve customer problems. Youll partner with our Principal Program Manager and collaborate with teams around the world to identify whats getting in the way of resolutionand make it better.
This is more than just a support role. Its your chance to shape how millions of people experience Wise every day.
What Youll Own
Spot the Gaps Dig into customer support data to find trends root causes and areas for improvement.
Drive Change Help build and roll out programs that remove blockers speed up solutions and keep our resolution rates climbing.
Collaborate Globally Work with customer support teams globally to gather insights share feedback and make our processes stronger.
Track Success Build reports dashboards and presentations that keep our teams aligned informed and ready to improve.
Empower Teams Support the design of training and resources that help agents master new tools and workflows.
Keep Things Moving Play a key role in change impact assessments to make sure new initiatives land smoothly and make a lasting difference.
Why Youll Love This Role
Youll directly improve how millions of customers experience Wise support.
Youll develop your skills in data analysis program coordination and process design.
Youll work crossfunctionally with passionate teams solving complex global challenges.
Youll help create a support experience thats as seamless as our product.
Youll grow your career in a company thats scaling fast with endless opportunities to make an impact.
Qualifications :
What Were Looking For
Bachelors degree in Project Management Business Communications or a related field.
3 years of experience in customer support program management or similar roles in highpaced productled companies (FinTech is a plus).
2 years in a leadership or subject matter expert role.
Strong analytical skills and the confidence to turn numbers into actions.
Stellar organizational skills to juggle multiple projects at once.
Great communication skills and a collaborative spirit.
Experience with Excel PowerPoint Word and customer support tools (Twilio Ninjas Zendesk Salesforce).
Bonus points if you know your way around Jira Trello Asana or have experience with Lean or Six Sigma methodologies.
Additional Information :
What We Offer
Competitive salary and benefitsexplore them here.
A global diverse and inclusive workplace.
Career growth and endless learning opportunities.
The chance to make an impact on our support experiences
Ready to help us build smarter faster and better support for everyone
Apply today and be part of something truly global.
This role is available in Budapest and Tallinn.
Relocation support is available.
For everyone everywhere. Were people building money without borders without judgement or prejudice too. We believe teams are strongest when they are diverse equitable and inclusive.
Were 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 its like to work at Wise visit Wise.Jobs.
Keep up to date with life at Wise by following us on LinkedIn and Instagram.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
