Customer Support Training 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 Servicing Training Lead provides strategic leadership and oversight to the Servicing Training team, ensuring the delivery of effective learning and development initiatives that support business objectives and foster employee growth. This role manages the performance of the Servicing Training team, guiding and directing them to meet organisational goals.

The Servicing Training Lead coordinates team activities, manages workloads, and aligns efforts with Servicing Operations teams’ priorities. This role also fosters a positive and motivating work environment, encouraging collaboration and professional development among team members, and works closely with stakeholders to identify and capitalise on growth and scalability opportunities.

Activities performed on the job

• Performance management on individual & team level

  • Ensure quality and timely training delivery

  • Manage performance and development

  • Reporting and documentation:

• People management

  • Support and develop team talent

  • Lead and manage the team

  • Enhance team engagement

• Executing on the strategy

  • Implement training strategies

  • Develop and communicate best practices

  • Align team performance

• Training reporting

  • Develop & maintain reporting governance:

  • Utilise insights for improvement

  • Strategic reporting

• Stakeholder Management

  • Collaborate & validate training needs

• Provide analysis-based recommendations

• Ensure alignment and effective communication

• Resource management

• Training delivery and facilitation

  • Oversee and ensure training effectiveness

  • Stay updated on facilitation methods and trends

  • Facilitate key training sessions

• Change Management

  • Communicate and manage changes

  • Facilitate adaptation and support

  • Monitor progress and adjust

Qualifications

• You’re experienced — with several years in L&D or Training Operations with progressively increasing levels of responsibility.

• You’re a leader — you have proven experience driving change and innovation in leadership roles.

• You’re a problem solver — you identify impactful problems and ensure ownership and resolution.

• You empower your team — you adapt your leadership style to coach and support team members and foster career growth.

• You manage performance effectively — you set clear expectations, coach your team, and provide actionable feedback.

• You’re a change champion — you embrace new solutions and drive process improvements, never settling for "good enough".

• You make data-driven decisions — you confidently use data and key metrics to guide your team and enhance performance and impact.

• You’re customer-focused — you provide clarity on customer needs and ensure team goals prioritise customer impact.

• You communicate openly — you model inclusive leadership and encourage respectful and transparent communication.

• You take ownership — you fully commit to your responsibilities, always striving to meet or exceed performance targets.

Additional Information

Resumes must be submitted in English. Resumes in Portuguese will not be considered.

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.