Business Customer Support Team Lead

Customer SupportTallinn

We’re looking for a Customer Support Team Lead to join our growing Business team in Tallinn, Estonia. This role is a unique opportunity to have an impact on Wise’s mission to scale our rapidly growing Customer Support operations to help millions more potential customers save money by using Wise.

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Office

Tallinn

Team

Customer Support

Salary Range

2060 EUR gross + Restricted Stock Units

Wise has already pioneered new ways for people to transfer money across borders and currencies. Our customers can manage their money with the world’s first platform to offer true multi-currency banking and we’re on a mission: to make money without borders the new normal. We’ve got 13 million customers across the globe and we’re growing. Fast.

And it’s not just our business that’s growing fast, our team is growing too!

We’re looking for a Customer Support Team Lead to join our growing Business team in Tallinn, Estonia. This role is a unique opportunity to have an impact on Wise’s mission to scale our rapidly growing Customer Support operations to help millions more potential customers save money by using Wise.

Your mission:

Your mission is to provide leadership to the Customer Support Team establishing and maintaining Quality Assurance, Quality Control and other processes required for an exceptional level of customer support. The team is the first point of contact for the Wise customers and forms a large part of the company’s profile. You'll need to be efficient and professional.

It's the team lead's responsibility to ensure that expectations are clearly set and that your team members are engaged, motivated, armed with all necessary tools and with opportunities to learn and grow.

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

  • Ensure that customer service is maintained by: 
    • Liaising with the relevant departments to ensure that customer objectives are being met
    • Ensuring a high level of product knowledge of team members as evidenced through turnaround time of issues and ability to resolve issues independently
    • Ensuring a high level of customer focus (internally and externally) with due care and attention to customer priority issues and appropriate levels of customer communications
    • Ensuring that regular audits of communications are performed and that appropriate training is provided to personnel in this area
    • Assigning and monitoring tickets and implementing action plans and escalation procedures to address problematic areas
    • Developing and maintaining customer satisfaction measurement metrics
    • Defining and implementing the procedures and policies to ensure that high-quality service is delivered to customers (both internal and external) and adherence to strict SLA’s
    • Seeking feedback and following up information from customers.

  • Communicate the customers’ perception of value and quality to the business and identifying:
    • Any bugs in the product that result in issues for the customers
    • Any improvements that could be made to the product itself – its features or functionality – to bring it more in line with what the customer defines as quality or value
    • Any improvements to the product’s inbuilt support functionality that could reduce customer frustration / the need to make a support call
    • Participate directly in the product design process, to identify gaps between customer expectations and product design as early as possible
    • The CSTL is primarily responsible for the implementation and maintenance within the Wise.
    • The CSTL will be the customer advocate, ensuring that all requests (be they internal or external) are followed up in a timely fashion, while performing Quality Assurance and Quality Control on customer service requests ongoing.

About you:

  • You're located in Tallinn, Estonia – we don't provide relocation support for this role
  • You have at least 1 year of excellent Customer Service experience
  • Your English skills are excellent
  • You’re passionate and have the desire to become a great people manager
  • You’re focused on the outcome for the customers, the team and the company
  • You have proven analytical skills and good attention to detail
  • You're flexible and ready to work in an ever-changing environment
  • You have a passion for customer service and a willingness to stand up for the Customer within the organization.

 

PS! If you're interested in the position, please apply by submitting your CV and cover letter in English by 2nd of October.

Have a look at what your life at Wise will be by taking a look at our blogs and our benefits in our Tallinn office!

 

We’re people without borders — 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.

Also, where and what you studied isn't important to us. If you’ve got great experience, the right skills for the role and you’re great at articulating your thinking, we’d like to hear from you.

And because we believe that diverse teams build better products, we’d especially love to hear from you if you’re from an under-represented demographic.

#LI-MK1 

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