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Customer Support Senior Manager

Company Description

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 Description

A Customer Support Senior Manager, in collaboration with Wise Support Functions, implements policies and procedures that continuously improve the utilization, quality and cost efficiency of the assigned group of CS teams. 

Manages resource allocation decision-making and planning for a given group of Customer Support Senior Team Leads. Aligns group of CS teams operations activities and initiatives to support and enhances the objectives of the wider CS Organization

Ensures adherence to Regional, Global CS and Wise operational standards. Creates operational strategies and specific objectives for the sub-functions and runs local budgets/policies/procedures to support the operational infrastructure. Approves and participates in developing Wise culture, process and performance improvements for the assigned teams.

Planning

  • Assists in planning sessions and cascades the initiatives and targets from to the assigned group of teams.

  • Sets OKRs for the assigned group of teams and establishes control mechanisms to track success.

Operations

  • Lead and develop a team of senior operational leaders to enhance performance by setting clear accountable performance measures.

  • Use Customer Insight and Root Cause Analytics to identify potential improvements in a defined area, specified by Head of Consumer CS.

  • Define, negotiate and agree the effective utilization of resources in line with service specifications, working with, or being responsible for resource with planning, analyst and reporting team to plan the required resource in conjunction with business objectives and service level agreements.

People management

  • Ensures the immediate report group (CS Senior Team leads) and an assigned group of CS team as a whole are equipped with all the necessary tools, trainings and support to perform their daily people management and operational task.

  • Provides effective feedback via regular 1-1s, biyearly GrowWise; propose compensation changes for Senior Leads, approves compensation changes for the assigned group of teams.

Capacity management

  • Collaborates with CS Operations leadership to understand the organization's goals and strategy related to staffing, recruiting, and retention.

  • Monitors and ensures the organization's compliance with local employment laws and regulations, and recommended best practices; reviews and modifies policies and practices to maintain compliance.

Qualifications

  • You have experience managing managers, and indirect reports in various different timezones/countries. Working with BPOs and outsourced teams is a plus

  • You are fluent in both English (verbal and written)

  • You’re tactical and data driven. You analyze and identify trends and blockers and take appropriate action. You have exceptional analytical skills and you’re comfortable working with large amounts of data. You’re good at presenting findings and have experience in establishing and tracking metrics

  • You’re passionate about leading people, building teams, and making a difference for people in your work

  • You’ve worked internationally, cross-team, or cross-geo before, so you’ll quickly pick up on how best to communicate effectively across different cultures and time zones

  • You’re strategic. You think strategically and translate strategy into operational plans and business results

  • You welcome an open feedback culture, happy both giving and receiving feedback to or from anyone in the organization

  • You understand operations. You have experience of working with operational teams (ideally in Fintech), and how to work with people and processes as well as products

Additional Information

🚀  RSU’s in a rapidly growing company

💻  Flexible working model – During the first six months, you’ll be in office most days of the week to become fully immersed in Wise’s culture and ways of working. After the initial period, you’ll be in office at least 3 days per week.

✈️  Wisers can work remotely for 90 days a year. By ‘remote’ we don’t just mean from home, but from wherever in the world you choose to

💪  An annual self-development budget

🩺  Medical, dental, & vision insurance – including HSA and FSA options

💝  Company-paid: Life Insurance, Short & Long-Term Disability, and an EAP program

☀️  25 days PTO, 15 sick days, 11 bank holidays, 5 compassionate leave days, 3 paid “Me” days and a paid volunteer day, annually

🏝️  A paid 6-week sabbatical leave after four years

👶🏼  18-weeks of paid parental leave, after a year with us

💰  401k with up to a 4% employer match

🏆 BuiltIn Award winner for Best Places to Work and Best Large Places to Work

Click HERE for more info on our benefits (Austin, NYC, Tampa)

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.

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CEO of Wise
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Kristo Käärmann
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Average salary estimate

$105000 / YEARLY (est.)
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$90000K
$120000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Customer Support Senior Manager, Wise

At Wise, we are on a mission to create a seamless way to move and manage money globally. As a Customer Support Senior Manager based in our vibrant Austin location, you will play a pivotal role in enhancing our customer service operations. You'll collaborate closely with the Wise Support Functions to develop and implement policies that elevate the performance of our Customer Support teams. Your expertise will guide senior team leads and shape the operational strategy, ensuring that we meet and exceed service standards. Imagine leading a talented group of customer support professionals, setting clear goals through OKRs, and using data-driven insights to improve our services. You’ll be the go-to leader for optimizing our customer support functions, making sure that all team members have the tools and training they need to succeed. We value a culture of open feedback and are looking for a leader who can make a significant impact by promoting team development, enhancing performance metrics, and navigating the complexities of working across multiple regions. If you thrive in a dynamic environment and are passionate about making a difference, Wise is the place for you. Join us, and help make our global vision a reality. Your leadership will ensure that we continue to provide amazing customer experiences in every interaction, driving the success of both our customers and our organization.

Frequently Asked Questions (FAQs) for Customer Support Senior Manager Role at Wise
What are the main responsibilities of a Customer Support Senior Manager at Wise?

As a Customer Support Senior Manager at Wise, you will oversee the operations of multiple customer support teams, implement policies to improve service quality, and align team initiatives with the overall objectives of the organization. Your role will involve resource planning, managing performance metrics, and driving cultural change within the teams to enhance customer service delivery.

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What qualifications do I need to apply for the Customer Support Senior Manager position at Wise?

To qualify for the Customer Support Senior Manager role at Wise, you should have substantial experience in managing teams, especially with direct reports across various geographies. Fluency in English is essential, along with exceptional analytical skills. A strong background in operational team management, particularly in the fintech sector, will significantly enhance your application.

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How does Wise support the professional development of Customer Support Senior Managers?

Wise is deeply committed to professional growth and offers an annual self-development budget for Customer Support Senior Managers. You'll also benefit from regular feedback loops and opportunities to propose compensation adjustments for your teams, ensuring you can support your team's growth while advancing your own career.

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What does a typical day look like for a Customer Support Senior Manager at Wise?

A typical day for a Customer Support Senior Manager at Wise involves analyzing performance data, meeting with senior team leads to discuss operational strategies, and ensuring that all customer support functions comply with regional and global standards. You'll also engage in planning sessions to align team goals with organizational objectives and provide mentorship to your team members.

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What is Wise's work culture like for Customer Support Senior Managers?

At Wise, the culture is built on inclusivity, transparency, and collaboration. As a Customer Support Senior Manager, you'll be part of a dynamic team that encourages open feedback and celebrates diversity. We believe that a supportive workplace leads to exceptional service delivery, and we strive to empower every 'Wiser' to contribute to our mission.

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Common Interview Questions for Customer Support Senior Manager
Can you describe your experience managing customer support teams in different time zones?

When answering this question, highlight specific examples of how you've effectively managed teams across various regions. Discuss your communication strategies and tools you've utilized to maintain performance standards while being sensitive to different cultural practices and time constraints.

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How do you use data to drive improvements in customer support operations?

Detail your approach to data analysis by providing examples of metrics you track and how you translate this data into actionable strategies. Emphasize your comfort with large datasets and how you’ve identified trends that resulted in concrete changes to service delivery.

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What strategies do you employ to foster a culture of open feedback within your team?

Share techniques you’ve used to create an environment where team members feel safe sharing their thoughts, such as regular 1-on-1 meetings or feedback sessions. Discuss outcomes from implementing these strategies and how they fostered stronger team dynamics.

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Describe a time when you had to deal with a challenging customer service issue.

Use the STAR method (Situation, Task, Action, Result) to clearly outline the context, your role in resolving the issue, and the end result. Focus on your problem-solving skills and how you communicated with your team and the customer.

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How do you set performance objectives for your team?

Explain your process for developing Objectives and Key Results (OKRs) that align with departmental goals. Discuss how you engage your team in the process, ensure buy-in, and continually monitor success throughout the performance period.

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What role does training play in the success of your customer support teams?

Highlight your commitment to training as a foundational element of team success. Describe how you assess training needs and implement effective training programs that address skill gaps while also enhancing team morale.

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How do you manage resource allocation for your customer support teams?

Discuss your approach to evaluating resource needs, forecasting customer demand, and reallocating resources efficiently to meet service level agreements. Use examples from your past experiences to illustrate how you’ve successfully managed these challenges.

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How do you ensure compliance with local employment laws in various regions?

Explain your strategies for keeping up-to-date with relevant laws and regulations. Outline your collaboration methods with HR and other departments to ensure policies are consistent and compliant across all teams and locations.

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What methods do you employ for effective team communication?

Talk about both synchronous and asynchronous communication techniques you use, including tools that facilitate these interactions. Emphasize the importance of clarity, regular updates, and the use of technology to bridge gaps across time zones.

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Why do you believe you are the best fit for the Customer Support Senior Manager position at Wise?

Craft your response by reflecting on your unique skills, experiences, and alignment with Wise's values. Highlight specific achievements that demonstrate your ability to lead teams successfully and improve customer support outcomes, while also resonating with Wise’s mission.

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Money without borders — instant, convenient, transparent and eventually free.

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Full-time, hybrid
DATE POSTED
March 12, 2025

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