Customer Support Senior Team Lead

Your mission:

Were looking for a Customer Support  Senior Team Lead  to join our team in Budapest. This role is a unique opportunity to have an impact on Wises mission in helping our customers have a great experience when using Wise.

Your mission is to empower and guide your team towards achieving excellence in customer satisfaction performance and growth while fostering a dynamic and inclusive work environment that aligns with Wises core values.
As a Customer Support Senior Team Lead your primary duties include leading and mentoring your team utilising datadriven insights to enhance performance ensuring effective communication between leadership and team members and maintaining an inclusive and supportive workplace to achieve customer service excellence.

Heres how youll be contributing to the Customer Support team:

• Leadership:

  • Define the direction for your team simplifying complex strategies into actionable plans.

  • Empower your team through training mentoring and coaching fostering independence and confidence.

  • Create a positive inclusive and welcoming work environment adapting your leadership style to various situations.

• Performance and Operations:

  • Utilise datadriven insights to ensure your team meets performance metrics and KPIs such as Resolution Rate Median Handling Time and Quality Score.

  • Strategize and align team goals with Wises overall mission optimising processes for success.

  • Manage team operations including resource allocation performance appraisals and adherence to company policies and legal regulations.

• Team Development:

  • Facilitate ongoing professional growth by setting personal development plans and leveraging development budgets.

  • Lead by example establishing a team identity built on trust and high standards.

  • Track and recognize team contributions motivating and inspiring individuals to excel.

• Culture and Wellbeing:

  • Foster a diverse equitable and inclusive culture by exemplifying Wises values and supporting a healthy worklife balance.

  • Regularly check in on the teams mental and physical wellbeing offering constructive feedback and navigating conflicts effectively.

  • Build a work environment rooted in trust respect and inclusivity.

Qualifications :

A bit about you:

• Youre located already in Budapest Hungary this isnt a remote job

• Must be legally authorised to work in Hungary

• Minimum 3 years in a similar external role.

• At least 2 years of leadership in an external CS organisation.

• Your verbal and written English skills are excellent communicating difficult concepts in an easy to understand way comes naturally to you (C1 level English).

• Youre cool under pressure taking charge in challenging situations and keeping your composure if things get tense

• Youre an exceptional communicator and able to drive crossteam collaboration and support regional objectives effectively.

• You have excellent problem solving skills and are able to make decisions based on data

• Proficient in handling change while maintaining organisation and prioritisation skills.

• Youre reliable. Youve got the ability to multitask and you take responsibility in challenging situations. You can manage delegate and oversee crossteam projects

Additional Information :

About the role:

• Starting salary  970000 HUF (RSUs)
• Please submit a cover letter with you CV

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 .

Keep up to date with life at Wise by following us on LinkedIn and Instagram.

Remote Work :

No

Employment Type :

Fulltime