Customer Support Team Lead
Core
Lead the Customer Support Team for Wise, ensuring high-quality service, process compliance, and acting as the primary customer advocate to drive product improvements.
Role type
Senior Customer Support Team Lead
Builds
Customer support operations, quality assurance processes, and product feedback loops for Wise's international payment platform
Domain
FinTech / Cross-border payments
Required skills
People leadership, operational dashboard analysis, stakeholder communication, quality assurance, SLA management, product feedback integration, team coaching, change management, data-driven decision making, emotional intelligence
Preferred skills
Experience in high-volume FinTech/Tech/SaaS environments, ability to navigate complex systemic obstacles
Technologies
Operational dashboards, ticketing systems, communication tools
Responsibilities
Establish and maintain quality compliance processes, liaise with departments to meet customer objectives, monitor support tickets and implement escalation procedures, develop customer satisfaction metrics, conduct regular communication audits and training, identify product bugs and improvement opportunities, participate in product design to align with customer expectations, perform ongoing quality control on support requests
Seniority
Senior, hands-on IC with leadership mastery
