Customer Support Vendor Manager
Customer Support Vendor Manager
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Job Description
Were looking for a Customer Support Vendor Manager to join our team in the Austin office. This role is a unique opportunity to make sure our customers get great support by helping our outsourcing partners with operational management. The Vendor Manager will be working on managing one of our locations in the Americas region (Brazil Mexico or Colombia) and working closely with team members in the CS Vendor Management team.
Your mission should you choose to accept it:
Daily partner management - Solving ad hoc issues contributing to the Wise customer support strategy owns the agent database processes (WorkDay). Following the monthly vendor billing process. Act as a main point of contact for the vendor.
Process design & improvement - Active involvement in the development and direction setting of the Customer Support Vendor Management team including continuous improvement of the outsourcing process.
Ramping up outsourcing - Ensure a high level of new agents joining by performing hiring calibrations for all outsourced roles. Work with other Vendor Managers regarding headcount balance between vendors.
Escalation tracking - Understanding the escalation logic for each outsourced line of work tracking and improving the escalation accuracy of the outsourced team.
Quality and Training oversight - Helping to set up and maintain the outsourced teams training and quality strategy including new starter and improvement training.
Leadership support - Main point of contact for the outsourced SMEs Leads Trainers and QAs offering guidance and support and keeping the Wise way of working within the outsourced support functions.
Reporting - A clear understanding of the customer support KPIs setting and tracking of the Service Delivery Gates using data extracted from Looker for projects.
Live the values - Contribute to the teams culture and set a great example by living our values on a daily basis.
Qualifications :
A bit about you:
Youre fully fluent in English and you have excellent verbal and written skills
Youre working at an equivalent leadership level (Level 4 or 5) in Customer Support related Servicing teams.
Youve got strong analytical skills - you are comfortable with data including setting and tracking KPIs
Youve got a sharp attention to detail focus on accuracy and are independent in your work. You enjoy owning your work and leading projects when needed
Youre focused on the outcome for the customers the team and the company
Youve got a strong aptitude for learning new skills and youre proactive in up-skilling yourself
Youve got great people skills and youre a great relationship builder - any previous leading experience is a benefit!
What its like to work in the team
We have a small but very impactful team. We are located in 3 offices - Tallinn Budapest and Austin and your responsible vendor will be in either Brazil Mexico or Colombia. As you can guess from our office locations were scattered all over the world so we do occasionally struggle with timezones. Sometimes our days are longer and more stressful (especially if you are working on delivering a project) sometimes our days are shorter and more relaxed. Its up to you to hold a healthy balance. Most days you will have meetings from 8am sharp.
To meet regulatory requirements youll be requested to travel to the vendors office at least once a year.
We are all working on an agreement of honesty - we do what we promise ask help when its needed help others if help is asked. Every member of the team is crucial and has an effect on the rest of the team.
Additional Information :
Compensation Details for the role: $103000.00 - $126500.00
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 :
Full-time
Employment Type
Full-time
