Customer Support Senior Team Lead

Our Customer Support team is the face of Wise. We dont just handle tickets; we solve complex problems to keep our customers money moving. Were looking for a Senior Team Lead to guide the people who make that happen.

Your Mission: You wont just be managing a team; youll be managing managers. Your goal is to build an environment where your Leads and Agents have the tools autonomy and skills to deliver a world-class customer experience. Youll set the bar high and then help everyone clear it.

Heres how youll make an impact:

• Build the strategy dont just follow it. Youll translate our company mission into concrete team goals. You plan the scaling manage the headcount and ensure we have the right tools to grow fast.

• Lead leaders. Youll coach empower and challenge your Team Leads. Youre responsible for their growth their performance and their ability to lead their own squads.

• Obsess over the data. At Wise we dont guess. Youll dive deep into the numbers (handling times quality scores escalation rates) to find the truth and drive improvements.

• Own the customer journey. You are responsible for customer satisfaction for your region. When things break you fix the process so it doesnt happen again.

• Champion the culture. Were a feedback-heavy company. Youll foster a culture of candor where people feel safe to challenge ideas and take ownership of their work.

A bit about you:

• Youve been there. You have 3 years of Customer Service experience and a deep understanding of how support operations work.

• Youre a Lead of Leads. You have at least 2 years of experience managing other managers. You know the difference between coaching an agent and coaching a leader.

• You love the numbers. You are comfortable navigating data and CS metrics to back up your decisions and prioritize what actually matters.

• You take ownership. You dont wait to be told what to do. You see a problem you grab it and you solve it.

• Youre empathetic adaptable and you know how to talk to stakeholders without hiding behind jargon.

Qualifications :

Qualifications:

• Excellent Customer Service experience  (at least  3 years)

• Senior Leadership Experience (at least 2 years as a lead of leads)

• Data driven person who can manage stakeholders - ability to dive into numbers to support process improvements and prioritizing

• Proven track record of taking individual ownership and responsibilities beyond your main daily responsibilities as well as being a great team player

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

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.

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