Global Head of Customer Support

We’re looking for a Head of Customer Support to join us in Tallinn 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. 

• Lead, 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
• Partner with other operational, functions and product teams to build a globally scalable model that aligns the product approach with considerations of location and language strategy, talent planning, hiring capacity, outsourcing opportunities, specialisation 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’ll do.

You’ll be leading a truly global & diverse team, creating a strong culture, developing & growing a world class team.

• • Solve a truly global challenge – our astonishing growth rate, global customer base and the inherent complexity of moving money makes growing our support model a truly unique challenge right at the heart of our mission.
  • Build our global Support team with only a few leads in today you have the opportunity to build, grow and coach one of our fastest growing teams right from the start.
  • Be a global leader —  you’ll be helping us evolve how we do operations, how we develop our people and how we scale globally.

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

Lead - Define 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.

• 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