Customer Support Regional Lead - Americas

Your mission is to lead our Consumer support team. As the Regional Lead of CS Operations for the Americas youll report directly to the Head of Consumer Customer Support and lead our regional consumer teams while cooperating with our outsourcing teams as well as the various CS support functions like Training WFM QA and more.

Youll also join the senior leadership team in the US and work to build an exceptional work environment in the Americas offices. Youll lead a team that supports any of our global customer base that needs help from our Americas based teams while also working closely with our product teams to ensure that the customers in our Americas markets receive world class support. Are you ready

Heres how youll be contributing to the team:

• Youll partner directly with the teams building key elements of the Americas customer experience as they cover topics such as help content creation self-serve support channels offered support tooling workflow management related ops processes operational reporting AI automation. Youll ensure that the solutions built are viable for US and/or LatAm customers and are operationalized within our CS teams. 

• Youll be meaningfully moving metrics including case resolution time % first time resolution cSAT/Customer Effort Score and our CS cost per transfer.

• You will be working to plan expanded support in new markets or products as we evolve and diversify our offering across the region.

• You will work with our Support leadership and product counterparts to build a scalable model that aligns the product approach with considerations of location and language strategy talent planning hiring capacity outsourcing opportunities specialization and cost modeling while ensuring  an impactful product quality feedback loop.

• Youll be a part of our Support leadership team and the direct lead for our Americas service team based in the US and Brazil representing your region globally and creating a strong culture developing world class team and leading local hiring.

This role will give you the opportunity to focus on the following areas:
Operations

• Ensure that the region provides good customer experience and meet our KPIs

• Lead regional planning process Identifies opportunities for region performance improvement and ensure actionable and impactful plans via planning process

• Ensure region has access to needed resources from supporting teams

• Validating forecast data setting headcount targets

• Review and set strategic goals for their group.

People management

• Support CS Senior Team Lead and CS Area Lead engagement and motivation

• Ensure the Senior leads/area lead equipped with all the necessary tools trainings and support to perform their daily people management and operational tasks

• Lead interviews with Senior Leads/Area Leads and makes hiring decisions communicate job expectations during hiring process

• Provide effective feedback via regular 1-1s biyearly GrowWise; propose compensation changes for senior leads/area leads approve compensation changes for senior leads/area leads

• Support senior leads/area leads in setting actionable goals that enable their growth in Wise

• Set/Review job descriptions for roles within the region.

Relationship management

• Ensuring the collaboration between the region and the various stakeholders (Workforce Management and Scheduling Team Global Service Delivery Team Vendor Management Team Product Team) and the Support Squad (Global CS) including the other regions

• Represents the region within the Support Squad

• Align all parties that affect the customer within the assigned region.

Budgeting

• Responsible for Regional Cost Centre Budgets.

Audit/Regulatory compliance

• Representing the team at Audits if needed.

Additional Information :

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.

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Remote Work :

No

Employment Type :

Full-time