Director of Analytics - Customer Support
Core
Lead analytics for Wise's customer support operation, including CS Ops, CS Product, and Workforce Management (WFM), focusing on cost-to-serve, AI/automation impact, and capacity planning.
Role type
Senior leadership analytics manager (Head of Customer Service Analytics)
Builds
Customer support metric tree, impact measurement for AI/automation, capacity planning models, and a team of analysts and WFM specialists.
Domain
Fintech / Customer Support Operations / Data Analytics
Deliverable
production ML models | dashboards & analysis
Required skills
Strategic product thinking, quantitative background (statistics/math/engineering), SQL, dbt, complex data modeling, experimentation and causal inference, metric definition and KPI frameworks, data visualization, team leadership and coaching.
Preferred skills
Customer support/operations analytics experience, AI/LLM application experience, fintech or payments experience.
Responsibilities
Own the CS metric tree and metric store governance; set and govern CS targets with leadership; measure impact of AI agents and automation; run experimentation and causal-inference approaches; manage CS capacity planning and forecasting; lead, coach, and grow the analytics team; own the analytics headcount plan and hiring.
Seniority
Senior, hands-on IC with leadership responsibilities
