Customer Support Resolution Rate Principal Program Manager
Customer Support Resolution Rate Principal Program Manager
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Job Description
Ready to change the game for millions of customers worldwide
At Wise were on a mission to without borders a reality and our Customer Support (CS) team is at the heart of that journey. Now were looking for a strategic datadriven powerhouse to lead global programs that make our support experience smoother faster and smarter.
If you live for solving complex problems thrive on making a measurable impact and have a knack for leading crossfunctional teams to successthis might just be your dream job.
What youll own:
Lead Global Change Youll design and drive ambitious programs that directly boost our Customer Resolution Rate (CRR) helping us boost our customer experience..
Spot the Signals Dive into customer support data to uncover trends root causes and opportunities to level up our processes.
Streamline and Supercharge Build smarter workflows equip our teams with cuttingedge tools and champion training that empowers them to do their best work.
Collaborate Across Borders Partner with Product Engineering QA and beyond to tackle systemic challenges and build lasting solutions.
Measure What Matter Set KPIs monitor success and share progress with global stakeholdersbecause what gets measured gets improved.
Drive Change Lead change impact assessments to make sure every initiative lands smoothly with minimal disruption and maximum success.
Why this role is different:
Youll lead highimpact highvisibility programs that shape how Wise supports customers worldwide.
Youll work across teams to influence not just support but product development tooling and service design.
Youll have the autonomy to test bold ideas backed by data and customer feedback.
Youll help millions of customers creating real impact every single day.
Qualifications :
Were looking for someone who:
Has 4 years in senior leadership managing subject matter experts and driving bigpicture programs.
Brings 6 years of CS experience leading complex projects in fastpaced productled companies (FinTech experience Even better).
Can show proven results improving CS metricsespecially Customer Resolution Rate.
Loves working with data to identify problems and shape solutions.
Is an exceptional communicator who thrives in crossteam collaboration.
Knows their way around program management and customer support tools (think Jira Asana Zendesk Salesforce Twilio Ninjas etc).
Has bonus skills like PMP certification Lean/Six Sigma or a background in change management.
Additional Information :
Whats in it for you:
Competitive pay and worldclass benefitscheck them out here.
The chance to work in a global diverse and inclusive environment.
Big career growth opportunities and the freedom to lead projects that matter.
The satisfaction of making our customers lives better one resolution at a time.
Ready to take Wises CS to the next level
Apply now and help us build a customer support experience thats as borderless as our product.
This role is open in Budapest Tallinn or London.
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
