Customer Support Team Lead

Were looking for a Customer Support Team Lead to add some additional leadership power and experience to our Customer Support teams in our Tokyo office. This role is a unique opportunity to build a strong team develop processes that put our customers first and provide continuous feedback from our customers to various product development teams to help millions more potential customers save money by using Wise! 

Youll receive a competitive package including an annual salary and stock options in a fast-growing company amongst a wide array of other benefits.

Your mission:

• Develop and build a strong team of efficient CS Agents who provide world-class support to our customers

• Ensure that expectations are clearly set and that members of the Customer Support team are highly engaged & motivated.

• Help your team members find their path in Wise and set them up for success while working with your lead to do the same potentially growing into a Senior Team Lead role

• Help set and report against weekly monthly and quarterly performance targets communicate key insights and obstacles to the teams and the broader company

• Work closely with other Customer Support teams across the world and the Wise product teams to identify ways to improve the customer support experience while reducing customer contacts through product changes

• Increase support quality and ensure case resolution promote effectiveness and efficiency within Customer Support as well as collaborate and communicate between varied Wise functions and teams across the globe

• Help your team focus on why theyre doing what theyre doing and also make sure they can see how their work helps to bring us closer to our mission

• Build the teams culture and set a great example by living our values on a daily basis
   

This role will give you the opportunity to:

• Make an Impact - Youll fuel this revolution by setting the standard of exceptional service for our customers. Our CS Agents are the first point of contact for our customers so youll empower them with the tools required for our level of service and youll be there to help them develop along the way. Were all about intellectual curiosity growth and a solution-oriented mindset because after all this isnt just a job to us!

• Be Yourself - Were looking for Team Leads who have friendly personalities that are fun to work with! We hire smart people and we trust them because were not interested in drama only good Karma!

• Work Globally - Our customers are all over the world and our team members are just as diverse. Were 5000 Wisers strong with 90 nationalities working in offices from Tampa to Tokyo and several places in-between. Much like our product we work across borders and teams to take care of our customers because they come first and we make no compromises on that!

• Inspire Teams - With your leadership style bright ideas knowledge self-starting attitude and customer insight youll directly drive innovation and help us make money borderless! Whether youre building growth paths for your team or working with a product team to offer expert insight on a feature whatever the mission we get it done!

Qualifications :

• Fluent in English and Japanese

• At least 2 years in an external CS organisation preferably in banking internet telecom industries or international customer care centers.

• Technical know how: understanding of tools like Google business suite Slack AI etc.

• Comfortable using prompting for AI tools e.g. ChatGPT Google Gemini etc.

• Data security awareness: Knowledge of data security best practices to ensure compliance and protect customer information.

• Self starter able to work independently with knowledge resources proactive solution oriented ownership mindset

• Great fit to our values and company feedback-prone culture.

• Clean background checks when joining and clean re-checks.

• Adaptability: Able to keep up with constant change patient and flexible.

• DEI: Commitment to fostering an inclusive and diverse work environment

• Must be legally authorised to work in the assigned location

Additional Information :

Compensation:

Starting from 7350K JPY Annual Salary RSUs

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