Customer Support Team Lead

KPIs

Responsible for ensuring the actual KPIs are within target for their team. These KPIs are defined based on the actual business requirements (Agent Performane Metrics) and can be - but are not solely - Speed Rank Schedule Adherence Quality score Escalation rate & escalation accuracy Utilisation (shift share) CSAT.

Operations

• Ensure that team provides good quality and efficient support and meet KPIs
• Identifies opportunities for team performance improvement and improves via effective performance management

People management

• Support agent engagement and motivation
• Ensure the agents are equipped with all the necessary tools trainings and support to perform their daily tasks
• Leads interviews with agents and makes hiring decisions communicates job expectations during hiring process
• Provide effective feedback via regular 1-1s biyearly GrowWise; propose compensation changes
• Support agents in setting actionable goals that enable their growth in Wise
• Ensure high engagement in the assigned CS team

Relationship management

• Maintaining networks with various stakeholders within the organization on the team level

Budgeting

• Responsible for the team budget in the assigned team

Qualifications :

Customer Expertise: A passion for customer service with at least 2 years of experience in the B2B/B2C support sector.

Leadership & Management:

• Proven experience leading and managing a team for at least 2 years.

• Strong people management skills and a genuine desire to develop as a leader.

• Experience in both people and project management.

Analytical & Problem-Solving Skills:

• Strong analytical skills with the ability to comfortably read and interpret data to make informed decisions.

• Excellent problem-solving skills and a keen attention to detail.

Outcome-Oriented Mindset: A strong focus on achieving the best outcomes for our business customers the team and the company.

Adaptability: A strong aptitude for quickly learning new skills and adapting to a fast-paced environment.

Additional Information :

Were people without borders without judgement or prejudice too. We want to work with the best people no matter their background. So if youre passionate about learning new things and keen to join our mission youll fit right in.

Also qualifications arent that important to us. If youve got great experience and youre great at articulating your thinking wed like to hear from you.

And because we believe that diverse teams build better products wed especially love to hear from you if youre from an under-represented demographic.

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