Customer Support Training Senior Lead

We’re looking for a CS Training Senior Lead to join our growing CS Ops team in Tallinn. This role is a unique opportunity to have an impact on Wise’s mission, grow as a lead and help save millions more people money.

Your mission: 

Wise has already pioneered new ways for people to transfer money across borders and currencies. Our customers can also manage their hard-earned money with the world’s first platform to offer true multi-currency banking. 

This role is a unique opportunity to have an impact on Wise’s mission, develop with a high-performing team and help save millions more people money.

Your mission is to implement and lead our KYC knowledge, training management strategy and framework while cooperating with our KYC teams and supporting functions, while developing and maintaining training programs.

The role as a CS Training Senior Lead gives you the opportunity to: 

• Work together with CS Regional Leads to understand future headcount and capacity needs and report them the overall results and plans for Learning and Development in the specific site and/or team
• Work together with other operations training leads to ensure that onboarding and team’s L&D are aligned and successful across the company 
• Support training leads and Learning and Development in upscaling trainings and onboarding processes by constantly identifying improvement areas and finding new ways to analyse training needs
• Own the quality of our onboarding and ongoing training delivery  by supporting the team on setting and reaching KPIs for onboarding trainings, mentoring and for new joiners 
• Continuously update self knowledge with the knowledge from the business
• Own overall training schedule/roster for assigned teams. Ensures this is fully up to date based on latest training requirements and the team has enough capacity to deliver.
• Think and plan long term by defining team’s vision and goals and communicating them to the wider business 
• Think global and ensure that training processes and materials are aligned across CS.
• Lead a group of training leads across multiple offices/timezones
• Lead by example by promoting a healthy feedback culture, especially around critical, more difficult conversations and leading across locations

As the CS Training Senior Lead you should have the following skills:

• You have previous work experience in L&D 
• You have previous experience in team leadership minimum of 3 years
• You have a good understanding and ability to analyse and move team’s metrics and also use data on a daily basis in order to measure your success 
• You have excellent verbal & written English, any other languages are a plus;
• You are able to convince others, present your viewpoint and proposed solutions in such a way that helps others take informed decisions
• You know how to have effective and efficient decision-making conversations
• You have the ability to identify, create and apply processes, methods, knowledge, skills and experiences with the aim to achieve project objectives 
• You have great communication and presentations skills to support internal and external cross-team projects and audits

PS! If you're interested in the position, please apply by submitting your CV and cover letter in English and answering the following questions: 

• Tell us what kind of metrics have you used in your previous Learning and Development role to measure the success of the trainers and the program as a whole?
• How have you ensured that trainers are able to maintain a strong enough level of subject matter knowledge to support specialised teams while being flexible enough to be used to support multiple teams as needed?
• You would be leading a team based across multiple timezones (Americas, Asia, Europe), how would you ensure that the team will collaborate well together? How would you ensure career growth and development for trainers and training leads?

You will be asked to present your ideas and explain your vision during the process.

Please note that applications without a cover letter won't be considered.

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, 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.

• Restricted Stock Units in a profitable company

• Wellbeing support - You and your family have access to an Employee Assistance Program, where you’ll be able to speak to qualified counsellors for support on anything that matters to you

• 6 weeks of paid sabbatical after 4 years at Wise on top of annual leave

• National health insurance plan, with additional 3 health days per year, and sports allowance

• Volunteering day off

• Hybrid model of flexible working