Complaints Team Lead

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.

Purpose  of the role

As a Global Complaints Team Lead at Wise, you will be instrumental in ensuring that our customers receive exceptional service and that their concerns are addressed promptly and effectively. Your primary purpose will be to execute a robust complaints management strategy that aligns with regulatory standards and supports our commitment to transparency and customer satisfaction. 

You will lead a dedicated team of Complaints Officers, providing guidance, coaching, and support to ensure that all complaints are handled efficiently and in accordance with established procedures. By analysing complaints data and identifying underlying trends, your aim will be addressing root causes and enhancing our overall customer experience. This role offers a unique opportunity to collaborate with cross-functional teams and influence the development of products and processes to minimise complaints and optimise customer outcomes. 

You will also serve as a key point of contact for regulatory inquiries and audits related to complaints management, demonstrating Wise's commitment to compliance and operational excellence. Ultimately, your role will be critical in shaping Wise's reputation as a customer-centric organisation that values transparency, accountability, and continuous improvement in resolving customer concerns globally. You will be responsible for taking care of your team`s performance and well-being and engagement.

Additionally, you will be responsible for identifying and mitigating potential risks associated with complaints management, ensuring adherence to regulatory requirements, and implementing risk-mitigation strategies to safeguard Wise's reputation and operational integrity.

 Activities performed on the job:

• Manage the complaints team on an individual and team level

  • People Management

  • Performance ManagementExecute on strategy and improve operational efficiency

  • Change Management

  • Customer Experience Enhancement

  • Continuous Professional Development

A bit about you:

• You have several years of experience within the disputes and complaint domain in a regulated industry;

• You have experience leading operational teams, preferably in this industry;

• You have experience of working in a leadership role within a complaints function and understand the demand and capacity metrics of incoming work.

• You have experience in setting metrics and determining how these have been measured and created based on success previously. 

• You have experience in Data Analysis and Process Improvement

• Excellent verbal and written English, with particular focus on the ability to effectively communicate with a wide range of stakeholders;

• You have a successful track-record of building teams and developing people;

• You have good analytical skills, including ability to work directly with business intelligence tools.

• You have preferably SME knowledge within scams or working experience within this area.

• You have worked within a complaints function at a fintech or banking sector across the globe.

Salary range to 4025 EUR (gross monthly) + RSU's

For this role we aren't able to offer VISA sponsorship or relocation bonus to move Tallinn.

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.