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Customer Support Senior Team Lead
2 weeks ago
Wise is a global technology company, building the best way to move and manage the world's money.
Min fees. Max ease. Full speed.
Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.
As part of our team, you will be helping us create an entirely new network for the world's money.
For everyone, everywhere.
More about our mission and what we offer.
Job DescriptionOur Customer Support team is the face of Wise. We don't just "handle tickets"; we solve complex problems to keep our customers' money moving. We're looking for a Senior Team Lead to guide the people who make that happen.
Your Mission: You won't just be managing a team; you'll 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. You'll set the bar high, and then help everyone clear it.
Here's how you'll make an impact:
Build the strategy, don't just follow it. You'll 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. You'll coach, empower, and challenge your Team Leads. You're responsible for their growth, their performance, and their ability to lead their own squads.
Obsess over the data. At Wise, we don't guess. You'll 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 doesn't happen again.
Champion the culture. We're a feedback-heavy company. You'll foster a culture of candor where people feel safe to challenge ideas and take ownership of their work.
A bit about you:
You've been there. You have 3+ years of Customer Service experience and a deep understanding of how support operations work.
You're 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 don't wait to be told what to do. You see a problem, you grab it, and you solve it.
You're empathetic, adaptable, and you know how to talk to stakeholders without hiding behind jargon.
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.
For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.
We're 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 it's like to work at Wise visit Wise.Jobs.
Keep up to date with life at Wise by following us on LinkedIn and Instagram.
