Job details

Customer Support Team Lead

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 life 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

Your mission is to provide leadership to the Customer Support Team establishing and maintaining high levels of quality, efficiency and other processes required for an exceptional level of customer support. The team is the primary point of contact for the Wise customers and forms a large part of the company’s profile. As such, all enquiries need to be acted upon with competence and professionalism.

It is the primary duty of the Customer Support Team Lead to ensure that expectations are clearly set and that members of the team are highly engaged, motivated, armed with all necessary equipment and software, have opportunities to contribute to tactics and strategy, and opportunities to learn and grow.

Here’s how you’ll be contributing to our Customer Support team:

Ensure that customer service is maintained by:

Collaborating with other departments and leads to ensure customer objectives are met
Ensuring that your team has the required resources, training and knowledge to use them effectively to be able to resolve issues independently in a timely manner
Ensuring a high level of customer focus (internally and externally) with due care and attention to customer priority issues and appropriate levels of customer communications
Maintain a high level of communications within the team internally and externally
Developing and maintaining customer satisfaction measurement metrics
Defining and implementing the procedures and policies to ensure that high-quality service is delivered to customers (both internal and external) and adherence to strict SLA’s
Seeking and providing positive and constructive feedback frequently on all levels

Qualifications

You’re experienced. You’ve got a proven track record as a people Lead in Customer Service, or a customer-facing Operations team - this is a requirement (must have previous direct reports)
You’re passionate. About customer experience, technology, leading people, and building teams. These aren’t just lines on a job description, you genuinely enjoy your work
You’re reliable. You’ve got the ability to multi-task and you take responsibility in challenging situations. You can manage, delegate, and oversee cross-team projects
You’re data-driven. You can dive into numbers to support process improvements, prioritization, and forecasting
You’re a self-starter. With a proven track record of taking individual ownership and responsibilities beyond your main daily duties, you’ve got a radar for finding areas of improvement and then you get things done
You’re an exceptional communicator. Nothing falls through the cracks with your cross-team communication and listening skills, you’re a master presenter, and you’re calm and comfortable when either giving or receiving feedback
You’re a team-builder. You’re not hidden in a corner office somewhere, but rather work among your teams - You are hands on! Developing your team, and ensuring that we’re delivering on the business needs by guaranteeing that our procedures and processes are continuously improved, simplified and aligned clearly at all levels. Build and maintain strong relationships with internal stakeholders from an array of different teams.

Additional Information

You must already be legally authorized to work in the US. We cannot support visas for this role
Salary: $67,500 USD annual + Stocks (RSU)
This is not a remote position, this is a hybrid role and you must be physically located in the Austin, Texas area or able to relocate prior to your start date
Click here to learn more about the benefits that we offer at Wise

#LI-NC1

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

Kristo Käärmann

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Average salary estimate

$67500 / YEARLY (est.)

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$67500K

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What You Should Know About Customer Support Team Lead, Wise

Are you an experienced leader in customer service with a passion for helping others? Wise, a global technology company building the best way to move and manage money, is on the lookout for a Customer Support Team Lead to join our dynamic team at our vibrant location in Austin, Texas. In this role, you will be at the forefront of our customer support operations, ensuring our team delivers exceptional service to our customers. You will cultivate a positive environment, motivating your team members and ensuring they have the necessary tools and training to tackle customer inquiries effectively. Your day-to-day will involve working closely with other departments to ensure a seamless customer experience while developing metrics to monitor and enhance customer satisfaction. You'll play a crucial role in defining policies and procedures that guarantee high-quality service, while continuously seeking feedback to foster improvement. If you're a passionate communicator, skilled in data analysis, and a natural team-builder who thrives in a collaborative atmosphere, we want you! Join us at Wise, where every day offers the chance to contribute toward a mission of simplicity and affordability in international money management, while enjoying a supportive and inclusive workplace culture.

Frequently Asked Questions (FAQs) for Customer Support Team Lead Role at Wise

What are the responsibilities of a Customer Support Team Lead at Wise?

As the Customer Support Team Lead at Wise, your primary responsibilities will include leading the Customer Support Team, ensuring high-quality service delivery, developing customer satisfaction metrics, maintaining effective communication within the team, and collaborating with other departments to meet customer objectives. You’ll also need to coach your team members, provide them with the necessary resources and training, and define procedures to adhere to strict service level agreements. It's all about creating an exceptional customer experience!