Customer Support Area 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.

The Customer Support Area Lead is responsible for overseeing multiple Customer Support Senior Team Leads within certain functional areas, which might be a site, group of sites or specific operational domain/area, driving strategic direction and operational excellence. In this role you are the full owner of your space in every aspect and are responsible for defining and executing on your area’s strategic objectives and focus on building high performing teams that consistently achieve our operational targets and quality standards. You will lead various cross-team initiatives to streamline processes and enhance operational efficiency. You will need to act as a Wise culture ambassador and clearly articulate complex challenges and inspire your team to be successful.  

Job Responsibilities

• Area Leadership: Lead by example and drive a customer focused mindset across your team as well as the wider organisation. Promote a culture of ownership and accountability. Enable your teams to become high-performing through coaching, continuous development, and succession plans for senior leads.
• People management: Coach and develop a strong team of Customer Support Senior Team Leads. Come up with initiatives to help your team to grow their skills, behaviours, and competencies. Design and manage development plans on identified opportunities. Conducts career map check-ins and makes recommendations for promotions, salary raises, and other decisions.
• Operational management: Be accountable for your Area operations. Identify and propose opportunities for process improvements, policies, and team structures. Collaborate with central functions and other operational teams as needed to increase automation and operational efficiency. Monitor global area resource allocation and refine standard operating procedures to scale our operations.
• Performance management: Be fully responsible for performance of the assigned Area. Drive the initiatives and KPIs of your area with the organisation’s strategic vision. Ensure that your senior team leads have appropriate plans in place to meet performance and quality targets. Create comprehensive plans for developing future leaders. Provide regular coaching  and work with your direct reports to inspire them and improve their leadership skills. Be an advocate for the company values, our long term strategic goals and promote them across the Customer support organization.
• Expertise Sharing: Be a subject matter expert in your area and stay up to date with changes in global and regional regulatory requirements. Maintain a comprehensive understanding of our regulatory obligations, internal policies, and applying a risk-based approach to deterring and preventing money laundering and financial crime. Take effective actions during audits and assist the compliance team with evolving our internal policies and standard operating procedures. 
• Planning and execution: Ensure operational area plans are set in place and provide insights to other stakeholders. Take full accountability in delivering your own initiatives and making sure your area is making progress on their goals. There is a clear strategy within your domain that is connected with the wider organisational key objectives. 
• Stakeholder management and communication: Lead and oversee complex, cross-team initiatives that involve multiple stakeholders. Set strategic priorities, allocate resources effectively, and ensure that key initiatives are delivered on time. You are able to communicate complex topics in an easy to understand and engaging way. Be an ambassador of Wise Culture and passionate advocate for Customer Success.

• Excellent verbal and written English skills (additional language skills are a plus) with the ability to clearly articulate your thoughts.
• A minimum of 2+ years of experience in customer support organisation.
• At least 4+ years of leading large teams. 
• Advanced understanding of the regulatory framework surrounding Customer Support.
• Able to use and translate analytics to manage their operational area.
• You are punctual, independent, proactive and willing to get things done.
• You have excellent communication and interpersonal skills, strong organisational skills, great time management, and ability to work in a fast paced and high pressure environment.
• Ability to multi-task and take responsibility in challenging situations;
• You are capable of identifying gaps in policies and processes and providing detailed feedback, including examples when possible, through the established communication channels.
• Proven track record of taking individual ownership and responsibilities as well as being a great team-player
• Ability to independently analyze and move the team’s metrics without external support
  
   

Nice to have:

• Education: Bachelor’s degree in Finance, Business Administration, or related field.
• Experience in using Business Intelligence tools such as Looker, Superset, Redash or Microtab. 

• Location: Austin, Texas, USA (Hybrid)
• Compensation: 110000 USD yearly
• Language Requirement: Please submit your CV in English (our official working language).
• Work Eligibility: Candidates must be authorized to work in the US. We cannot sponsor visas or provide relocation packages.
• Remote Status: This is a hybrid role; it is not a fully remote position.
• Benefits: Click here to see the benefits we offer!

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.

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