Global Head of Customer Support

Customer SupportLondon

We’re looking for a Head of Customer Support to join us in London and help our teams deliver a support experience that delights our customers, scales globally with our growth and helps us drop our costs towards zero.

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Office

London

Team

Customer Support

We’re a global tech company with a big mission and a startup heart.

Wise plc is building the best way to move and manage money around the world.  Our mission is to build money without borders: instant, convenient, transparent and eventually free.

Co-founded by Kristo Käärmann and Taavet Hinrikus, Wise launched in 2011 under its original name TransferWise. It is one of the world’s fastest growing, profitable technology companies and is listed on the London Stock Exchange under the ticker, WISE.

10 million people and businesses now use Wise, which processes over £5 billion in cross-border transactions every month, saving customers over £1 billion a year.

With Wise, customers can receive and hold money digitally in over 50 currencies; convert currency in an instant; send money within or between countries and spend around the globe with a debit card. Banks and enterprises can also offer Wise products and services to their customers via our platform, which provides access to our modern infrastructure. 

“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

 

We’re looking for a Global Head of Customer Support to join us in London and help our teams deliver a support experience that delights our customers, scales globally with our growth and helps us drop our costs towards zero.

 

Your mission. 

  • Grow and build the teams of over 1300+ Wisers located in Tallinn, Budapest, Singapore, Tampa, and Austin.  Our team cover topics such as help content creation, self-serve support, channels offered, support tooling, workflow management, related ops and compliance processes, operational reporting, AI automation and the product quality feedback loop
  • Lead the strategic development of globally scalable model, whilst partnering with other operational, functions and product teams  to align the product approach including building readiness for new emerging products, with considerations of expansion and localisation strategy, talent planning, hiring capacity, outsourcing opportunities, and cost modelling
  • Improve meaningful metrics including contact rates, case resolution time, % first time resolution, % automated, cSAT and our Customer Support cost per transfer.
  • Motivate teams by developing and constantly sharing a compelling vision for the product, driven by customer insight and data.

What you will need to succeed in this role.

  • You place customers first and you make no compromise on this.
  • You have experience leading a large scale customer support or operations team globally and managing senior leaders in a scale up company
  • You have proven track record of building and hiring high-performing teams
  • You have a good understanding and ability to analyse, forecast and move teams’ metrics.
  • You use a data-driven approach in quantifying problems and the impact. You’re rigorous about measuring impact and assessing impact.
  • You have excellent verbal & written English skills. You are proactive, clear, concise, and can adapt your communication style to different audiences
  • You have experience communicating complex information accurately, clearly, and quickly to all levels of management, product, partners and and third parties.
  • You can work collaboratively within an organisation, across multiple cultures, geographies, and disciplines.
  • You’re self-driven and make things happen, show a strong desire to succeed, always looking for opportunities, determined in pursuit of your own and your customers’ goals.
  • You have a proven track record of being able to deliver highly ambitious projects. You’ll be ready to show what these are, and how you made it happen. You also need to demonstrate the ability to move metrics and reach your KPI goals.

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

LeadDefine 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.

 

If you’re interested, do not forget to submit a one pager as a cover letter answering this question: Please tell us about your experience in leading the design of the vision and strategy for customer support/operational division.

 

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.

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.

 

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Explore our London office

You can find Wise London in the heart of Shoreditch. Afraid of the bad weather? Don’t worry, we’ve got a sauna.

Learn more about our London office
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