Customer Support Team Lead

This job is with Wise, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Important Note For Applicants

As part of our application process, you will receive an assessment immediately upon applying. This assessment is designed to take approximately 30 minutes and must be completed on a laptop. Please ensure you have a stable internet connection and a quiet environment to complete the test. We appreciate your understanding and look forward to your application!

Applications without assessment wouldn't be considered.

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.

Salary : 9.5 - 11 Lakhs INR annually + RSUs

The Customer Support Team Lead (CSTL) is a strong leader with a mindset that allows them to build strong teams and processes that put our customers first, while providing continuous feedback from customers to various product teams.

The CSTL will provide leadership to the Customer Support Team. Establish and maintain Quality Assurance, Quality Control and other processes required for an exceptional level of customer support. Customer Support Team is the primary point of contact for the Wise customers and forms a large part of the company's profile. As such, all enquiries to Customer Support need to be acted upon with efficiency and professionalism.

It is the CSTL's primary responsibility to ensure that expectations are clearly set and that members of the Customer Support team are highly engaged, motivated, armed with all necessary equipment and software, have opportunities to contribute to tactics and strategy, and opportunities to learn and grow.

The CSTL will 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 within Customer Support team members as evidenced through turnaround time of issues and ability of Customer Support 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 the customer support 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

Also, communicating the customers' perception of value and quality to the business and identifying :

QualificationsAdditional Information

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 visitWise.Jobs.

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