Global Head of Consumer Customer Support

WE’RE A GLOBAL TECH COMPANY WITH A BIG MISSION AND A STARTUP HEART.

Wise plc launched in 2011 under its original name TransferWise. Today We process over £9 billion in cross-border transactions every month, saving customers over £1.5 billion a year. We are one of the world’s fastest growing, profitable technology companies and the largest tech company by market capitalisation to ever list in London.

We disrupted an industry and created a new way to move money across borders. Today, 16 million people and businesses use Wise. We are 5000+ Wisers across 17 countries and 117 nationalities and we continue to grow at pace and to redefine the international money space.

The mission

Our mission is money without borders - instant, convenient, transparent and eventually free.

"We live in a unique time, where people like you and me can take on the huge problems of the world – and fix them."

Kristo Käärmann, co-founder & CEO

Our products:

Wise Account - The world’s most universal account

The Wise Account is a universal account allowing you to send, spend, hold and receive money like a local anywhere you go.

With instant, affordable money transfer, the ability to hold over 50 currencies in a multi-currency account, a debit card to use in over 200 countries , local account details for 10 different currencies, and the use of the mid market exchange rate, Wise is making it easier than ever to live a global lifestyle.

Wise Business - The business account for going global

Wise Business is the only business account you need to go global. It has everything you need to grow and operate internationally — without the high fees, hefty admin, and headache of a local bank.

Wise Platform - The magic of Wise for businesses and banks

The platform used by companies like Monzo, Xero and Google Pay, giving them and their customers international banking features, and cheaper, faster payments.

WE’RE LOOKING FOR A GLOBAL HEAD OF CONSUMER CUSTOMER SUPPORT TO JOIN US AND DO THINGS DIFFERENTLY.

Customer Support teams help our customers solve any issues that, unfortunately, might happen while onboarding into Wise or while using our services. We serve all customers:

• Consumers, a.k.a. Retail Customer or Personal Customers
• Business customers
• Platform customers

no matter where they are in the world.

The mission for Consumer CS, including the Social CS team, is triple:

• Improve personal customers’ loyalty via effortless resolution of issues, and by mobilising the larger Wise organisation to eliminate upstream customer issues
• Contribute to reducing the price for our customers, making the most efficient use of CS resources and budget
• Make Consumer CS a place where Wisers can develop, thrive and do the best job of their lives

In order to deliver on this triple mission, Consumer CS teams work very closely with other teams in CS, and two non-CS “partners in crime”:

• the Support Product teams, who take care of the Technology solutions for our Agents and for the Customers who need support and also provides deep expertise on analytics
• the rest of the Servicing Operations teams, to ensure customer problems are resolved quickly and efficiently.

We’re looking for a Global Head of Consumer Customer Support to lead the Consumer CS team, the largest within Customer Support, which operates from locations all over the world -From Tallinn to South Africa, from Tokyo to Tampa.

What you’ll be doing

You will be heading our Consumer CS organisation with 900+ Wisers from across all 9 locations globally (incl. Tallinn, Tartu, Budapest, Austin, Tampa, São Paulo, Singapore, Kuala Lumpur and Tokyo), plus the outsourced teams in additional 9 locations.

Your responsibilities include leading the organisation to deliver on its mission, and shaping the future of the function, developing and executing operational strategies, aligning them with overall business objectives, and seamless leading the day-to-day operation.

One way to understand the role’s responsibilities is to know what metrics this person will look after. The following is a non-exhaustive list:

• For the Customers: Resolution, Response SLA, Quality Ratios, CSAT
• For Wise: Team utilisation, Handling Time, Risk Indicators, Cost per Contact
• For Wisers: Engagement Score, Attrition, Rewards

For this, you will have to: ensure the right organisation and the right leaders are in place; constantly improve the support process and the performance management systems to deliver what customers need; manage and build relationships with a wide range of stakeholders; and drive our mission-driven culture through an environment where Wisers can grow and make an impact towards our mission.

The experience, skills and competencies needed to succeed in this role.

Essential

• Leadership in Customer Support: Successful track record in similar senior operational leadership roles within the FinTech, Financial Services or Technology industries, working with people and processes as well as products. Demonstrated ability to execute at very high level in a variety of Customer Support-type contexts
• Experience working tightly with Product teams: Track record of working in a product-driven company, in true partnership with Product teams to build the right solutions to the right Support problems.
• Ability to work across time horizons: Able to translate product requirements into a servicing model, formulate long-term strategies and 6-month plans, but also able to ensure team accountability in the day-to-day, while maintain strategic direction for the team among the constant noise of the BAU.
• Well-rounded approach to Operations: Adept at managing change and adapting to evolving business needs, optimising for best customer support within the constraints of our resources and other business needs.
• Analytical & data driven: Able to build and execute against KPI's and enhance SLAs. Uses data to find insights and solve complex problems.

Great to have

• Transformation: Has led a transformation / optimisation of customer operation function(s). Ideally including location and outsourcing strategy, operating model changes, service design, process automation and having an appetite to add LLMs / AI to the mix.
• Scale and multiculturality: Significant experience leading large teams in a multinational setting, across multiple regions and timezones.

Our leadership framework includes the key attributes of impactful leaders at Wise.

Leading at Wise, like a lot of other things, is quite unique. Our teams and individuals have the autonomy to make impactful decisions for our customers. Our leads empower the team to deliver impact and champion our culture.

LEAD - Define the direction and empower your team to work interdependently to achieve goals in an autonomous environment.

DELIVER - Make sure the team is data-driven to make the most impact for our customers.

DEVELOP - Create an environment focused on the ongoing development of your team through knowledge sharing and feedback.

NURTURE - Build a culture where your team can have maximum impact by being and challenging themselves.

Position Location: Tallinn, Budapest, Singapore, Austin

WE’RE PEOPLE WITHOUT BORDERS. ****

BUILDING MONEY WITHOUT BORDERS.

We’re also people without judgement or prejudice, too. We want to work with the best people, no matter their background. So if you’re passionate about learning new things and keen to join our mission, you’ll fit right in.

We're people 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.

Every Wiser should feel that they can be themselves at work. Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to share their contributions towards mission zero and able to progress in their careers.

Having diverse teams that reflect our diverse customer base helps us build a better product. We can be more creative and empathetic to our customer's needs and life experiences and makes sure we leave no-one behind on our journey to mission-zero.

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.*