High Volume 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 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

We’re looking for a High Volume (Total Service) Team Lead to join our team. This role is a unique opportunity to lead a team of highly empowered Specialists dedicated to our most valuable customers. This is not a typical Team Lead role focused on admin and task completion—your mission is to foster a culture that is engaged, empowered, and overwhelmingly human.

Your North Star metric is retention. You will lead, inspire, and support your team to turn every interaction into a reason for the customer to stay, ensuring that even in high-pressure situations, our service strengthens customer loyalty.

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

• Leadership:

  • Relentlessly promote the "cultural tone" and performance expectations by providing stewardship and support to your team.

  • Create an environment of psychological safety and trust where Specialists act autonomously and take "cradle-to-grave" ownership of customer issues.

  • Drive performance through regular 1/1s and professional development, focusing on the professional growth and recognition of your team.

  • Prioritize team wellbeing and work-life balance as the foundation for high engagement and long-term retention.

• Performance and Operations:

  • Utilise data-driven insights to ensure your team meets performance metrics and KPIs, such as Resolution Rate, Average Handling Time and Quality Score.

  • Encourage your team to move beyond Standard Operating Procedures (SOPs) when necessary to find creative solutions for the customer and the business.

  • Provide specific, actionable feedback that strengthens our service culture.

• Team Development:

  • Facilitate ongoing professional growth by setting personal development plans and leveraging development budgets.

• Strategic Impact: 

  • Surface actionable insights to leadership by identifying trends, process gaps, and product bugs that drive friction for our high-volume customers.

  • Act as a progressive leader who inspires your team to adopt new, improved ways of working while overcoming resistance.

  • Build and maintain professional relationships with teams like KYC and PayOps to seamlessly resolve complex customer issues.

Qualifications

• Experience: 

  • At least 6 months in a Total Service Wise Customer Support role 

  • or at least 6 months in a Team Lead role at Wise

  • and/or 2+ years of leadership experience in an external  organization.

• You’re located already in Tallinn, Estonia, this isn’t a remote job.

• Must be legally authorised to work in Estonia.

• Minimum 6 months of experience in Wise Customer Support as a Customer Support Team Lead or Total Service agent role.

• Your verbal and written English skills are excellent, communicating difficult concepts in an easy to understand way comes naturally to you (C1 level English).

• You demonstrate high emotional intelligence, maintaining composure under pressure while managing team dynamics and building strong relationships.

• You are curious about the numbers and have a deep desire to understand what drives performance and customer behavior and are able to make decisions based on data.

• You’re an exceptional communicator and able to explain complex concepts simply. 

• Proficient in handling change while maintaining organisation and prioritisation skills.

• 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

Additional Information

Salary: 2750 EUR Monthly

Reporting to: Lotta Peedimaa

Eligibility requirements:

• You have been in your current role for at least 12 months at the time of application.

• Your last GrowWise rating is "on track" or above. 

• You are not on an active disciplinary action or PIP (Performance Improvement Plan). 

Please speak with your current Lead before applying. If you feel uncomfortable initiating this conversation with your Lead, please feel free to reach out to the Recruiter outlined in the job ad. They will be able to advise you on the next steps. 

If you're interested in the position please apply the latest by 17.07.2026 EOD by submitting your CV and take home test (THT test) 

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.