Customer Support Regional Lead, Wise

• Your mission is to lead our Consumer support team
• As the Regional Lead of CS Operations for the Americas, you’ll report directly to the Head of Consumer Customer Support and lead our regional consumer teams, while cooperating with our outsourcing teams, as well as the various CS support functions like Training, WFM, QA, and more
• You’ll also join the senior leadership team in the US and work to build an exceptional work environment in the Americas offices
• You'll lead a team that supports any of our global customer base that needs help from our Americas based teams while also working closely with our product teams to ensure that the customers in our Americas markets receive world class support
• You'll partner directly with the teams building key elements of the Americas customer experience as they cover topics such as help content creation, self-serve support, channels offered, support tooling, workflow management, related ops processes, operational reporting, AI automation
• You'll ensure that the solutions built are viable for US and/or LatAm customers and are operationalized within our CS teams
• You’ll be meaningfully moving metrics including case resolution time, % first time resolution, cSAT/Customer Effort Score and our CS cost per transfer
• You will be working to plan expanded support in new markets or products as we evolve and diversify our offering across the region
• You will work with our Support leadership and product counterparts to build a scalable model that aligns the product approach with considerations of location and language strategy, talent planning, hiring capacity, outsourcing opportunities, specialization and cost modeling while ensuring an impactful product quality feedback loop
• You’ll be a part of our Support leadership team and the direct lead for our Americas service team based in the US and Brazil, representing your region globally and creating a strong culture, developing world class team and leading local hiring
• Ensure that the region provides good customer experience and meet our KPIs
• Lead regional planning process Identifies opportunities for region performance improvement and ensure actionable and impactful plans via planning process
• Ensure region has access to needed resources from supporting teams
• Validating forecast data, setting headcount targets
• Review and set strategic goals for their group
• Support CS Senior Team Lead and CS Area Lead engagement and motivation
• Ensure the Senior leads/area lead equipped with all the necessary tools, trainings and support to perform their daily people management and operational tasks
• Lead interviews with Senior Leads/Area Leads and makes hiring decisions, communicate job expectations during hiring process
• Provide effective feedback via regular 1-1s, biyearly GrowWise; propose compensation changes for senior leads/area leads, approve compensation changes for senior leads/area leads
• Support senior leads/area leads in setting actionable goals that enable their growth in Wise
• Set/Review job descriptions for roles within the region
• Ensuring the collaboration between the region and the various stakeholders (Workforce Management and Scheduling Team, Global Service Delivery Team, Vendor Management Team, Product Team) and the Support Squad (Global CS) including the other regions
• Represents the region within the Support Squad
• Align all parties that affect the customer within the assigned region
• Responsible for Regional Cost Centre Budgets
• Representing the team at Audits if needed

• Medical Insurance
• Health and Wellbeing Discounts
• 25 days holiday (excl. bank holidays) + 3 Me Days
• RSUs (Restricted Stock Units)
• 6 Week Paid Sabbatical
• Mobile Wiser - work remote for up to 90 days a year 🛫
• Parental Leave
• Pension and Retirement Plans
• Plus Many More!

Total funding: $396.5m

Wise started when the two founders realised they would be better off trading Estonian kroons for British pounds (and vice versa) between themselves rather than going through banks. That was back in 2011, and they've since grown Wise into one of Europe's most successful tech businesses, exchanging billions of currency every month.