Customer Support Senior 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

The Customer Support Senior Team Lead (CS STL) is a strong leader with a mindset that allows them to build strong teams and processes that put our customers first while providing a continuous feedback loop from customers to various product teams.
 

Job description:

• Understanding our values and acting based on them

• Being responsible for continuously re-evaluating teams’ KPIs so they adequately reflect the current situation and progress

• Weekly meetings with Team Leads (TL)s to provide appropriate feedback/support based on results/findings to improve overall performance

• Maintaining and improving cross office / cross team relationships and processes.

• Being able to support your team with operational tasks when needed and also doing operational tasks to keep up the relevant know how

• Communicating with the Customer Support (CS) Training coordinator / site to ensure appropriate training is provided.

• Communicating team's progress through KPI and other relevant analysis to other teams on a regular basis

• Representing the team in audits

• Owner of the teams’ travel and entertainment budget

• Responsible for the teams’ development, performance and efficiency

• Actively participate in hiring

What we’re looking for:

• Based in our India office

• Leadership Experience - 2 years in an external CS organisation

• Prior experience working with Business Customers or Consumers.

• Passion for customer experience, technology, leading people and teams;

• Ability to multi-task and take responsibility in challenging situations, as well as ability to manage, delegate and oversee cross-team projects;

• Willingness to dive into numbers to support process improvements,  prioritising, forecasting;

• Proven track record of taking individual ownership and responsibilities beyond your main daily responsibilities as well as being a great team player;

• Great cross team communication and listening skills;

• Good product knowledge.

Additional Information

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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