Junior Customer Success Manager

Business DevelopmentSingapore

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Office

Singapore

Team

Business Development

We’re looking for a Junior Customer Success Manager to join our fast growing Wise Platform squad in Singapore. Your job will be to manage a large portfolio of partners and provide them with best in class support so that they have a delightful experience working with Wise Platform. 

This is not a standard customer success role – we’re looking for someone who can manage complex escalations to provide excellent service to our partners, liaise effectively with internal operational teams to troubleshoot issues and unblock complex customer problems.

 

About the role:

The role is based in our office in Singapore. You will be working closely with the Customer Success and Account Management teams as well as the Wise operational teams, which are global. You will also work with other functions, including product management, tech, legal, compliance, implementation and business development.

Salary range:

SGD 63,720 per annum

 

This role will give you the opportunity to:

  • Be the first line of operational support. This means managing problematic payments raised by partners, making sure that all other problems get flagged to the right teams (verification, fraud, sanctions etc) and that these issues are solved in a timely manner. You will also be supporting our partners by walking them through the verification process, answering questions on information or documentation they need to provide and working with our internal teams to ensure they are onboarded seamlessly.
  • Own and nurture the relationships with partners. This means being their first point of contact, managing stakeholders and conducting business meetings. You will help to onboard new partners, deliver trainings on product and support models. You make sure that our partners have all the relevant and accurate information to succeed when using Wise.
  • Set up the customer support model for new partners. This means delivering customer support training (to educate partners on how to deliver Wise-level support to their customers), setting partners up in our internal tooling (i.e Zendesk, email aliases, Nextcloud etc) and liaising with internal teams to ensure any issues that come up are resolved in a timely manner.
  • Assess the quality of support we provide to our partners and their customers. This means understanding how well our responses solve the cases raised, what our average response time is and working towards improving it.
  • Enable Wise’s customer support teams. This means ensuring that Wise’s CS teams can support partners’ customers well (they have an understanding of our partnerships and the support they should get).
  • Manage the invoicing process for partners. This involves using Looker to run reports, critically assess the data, send the report to partners and liaise with our finance team to pay out the invoices once received from partners.

 

About you: 

  • You have experience in delivering excellent service to customers and partners. At Wise, customers always come first, so you need to be enthusiastic about helping our customers and delivering on our mission. 
  • You have an unmatched understanding of the products that Wise offers.
  • You’re familiar with the APAC market and what our customers and partners expect from Wise.
  • You’re creative in finding solutions when cases are blocked. You’ll have a number of ways to reach agreements that work for us, the partner and customers.
  • You’re motivated and have a desire to contribute significantly to our overarching mission.
  • You work independently without a script and solve complex customer problems working with other teams.
  • You’re self-motivated, can identify efficiencies and are driven to make them happen.

 

We’re people without borders — without judgment 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, qualifications aren’t that important to us. If you’ve got great experience, 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.

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Explore our Singapore office

Wise is located in Paya Lebar — a bustling intersection between the colourful historic neighbourhoods of Geylang and Joo Chiat.

Learn more about our Singapore office
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