Complaints Team Lead, Wise
$81.8k
+ Stocks
More information about location
1-5 days a week in office
Money without borders
Be an early applicant
Money without borders
1001+ employees
Be an early applicant
$81.8k
+ Stocks
More information about location
1-5 days a week in office
1001+ employees
Company mission
We’re on a mission. And it’s money without borders. Instant, convenient, transparent and — eventually — free.
Role
Who you are
- Advanced level in written and verbal English communication
- Proven experience in Leadership and team management, with a strong background in Fintech and or complaints
- Demonstrated ability to coach and lead team members to achieve high performance
- Analytical and strategic thinker with strong problem-solving skills
- Effective stakeholder management and communication skills
- Ability to manage change and work in a dynamic, global environment
- Collaborative approach, with a focus on balancing team and business needs
What the job involves
- As a Global Complaints Lead, you will play a critical role in ensuring our customers' concerns are addressed efficiently and effectively. You will manage a global team of Complaints Officers, providing guidance, coaching, and support to ensure exceptional service delivery
- This role will focus on complaints management strategy, regulatory compliance, and customer experience enhancement while identifying trends and driving continuous improvement
- Additionally, you will work cross-functionally to influence product and process enhancements, safeguarding Wise’s reputation and operational excellence
- Lead, mentor, and develop a global team of Complaints Officers with regular check-ins and one-on-one sessions
- Oversee training and ensure team knowledge is up-to-date with regulatory requirements
- Manage global team capacity, plan for growth, and oversee absence management
- Drive team engagement through global team-building initiatives
- Deliver and monitor departmental KPIs, setting clear expectations and providing regular performance feedback
- Be a resource for team members, ensuring a strong understanding of jurisdictional targets and KPIs
- Implement talent mapping and address performance gaps using company policies
- Align team objectives with Wise’s broader goals and act as a key stakeholder in cross-functional projects
- Serve as a subject matter expert on complaints management, guiding regulatory compliance
- Proactively identify risks, trends, and potential issues, developing strategies to mitigate them
- Drive operational improvements to enhance team performance and customer experience
- Recommend and implement solutions to reduce complaint resolution times
- Use data and analytics to drive process improvements and communicate changes effectively
- Lead initiatives to optimise workflows and improve team efficiency
- Develop and execute strategies to enhance customer experience through effective complaints resolution
- Champion a customer-first approach, integrating customer feedback into service and product enhancements
- Act as an advocate for customers, ensuring their needs are represented in decision-making
- Stay updated on industry trends and best practices in complaints management
- Maintain a hands-on approach to escalated complaints to ensure product knowledge
- Pursue professional growth opportunities relevant to customer advocacy
Our take
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.
Wise rapidly grew by solving a significant problem for customers, who lost too much money to banks when exchanging currency. They've attracted investment from some of the best investors in the world, from Andreesen Horowitz to Index Ventures and even Richard Branson.
The challenge for Wise will be maintaining their edge and brand power in a market that's becoming increasingly crowded with new entrants (like Revolut and Monzo) and incumbents (traditional banks) trying to catch up. To do so, the company is ramping up its digital and marketing strategies, as well as pushing for further development of its existing products.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Many candidates hear
back within 2 weeks
38% employee growth in 12 months
Company
Employee endorsements
Flexible working
"I'm trusted to do my work regardless of whether I'm in the office or working from my spare room. Our mobile wiser scheme gives us the opportunity to..."
Funding (last 2 of 7 rounds)
Nov 2017
$280m
SERIES E
May 2016
$24.9m
SERIES D
Total funding: $395.3m
Company benefits
- 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!
Company values
- This isn’t just a job, we’re a revolution
- We get it done
- Customers > team > ego
- No drama. Good karma.
Company HQ
London, UK
Articles
Leadership
Taavet Hinrikus
(Chairman)Previously Director of Strategy for Skype.
Kristo Käärmann
(CEO)Previously a Consultant at PwC and Manager at Deloitte.
People progressing
Joined as Banking Lead, promoted to Head of Banking after 2 years, then again to Global Head of Banking.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Diversity, Equity & Inclusion at Wise
- Communities and safe spaces (Employee Resource Groups) – led by our Wisers so people can share experiences and information, support each other and connect on shared values
- Wise Cultural Calendar – a programme to learn and celebrate the wide range of cultures, traditions, backgrounds, and global experiences we have here at Wise. Example programmes include Pride Summer and Black History Month
- Our teams continue to set and drive their own bespoke objectives, holding themselves accountable and making sure they focus efforts where they can have the most impact
- We’re excited to partner with InChorus to collect ongoing data on our culture and enable teams to track their progress
- DEI development and training — We’re building our capability and getting everyone on the same page about DEI. Our new training programme will help new joiners and all Wisers know what DEI looks like day-to-day and how they can play their part
- Global policy review — We’re working with an external advisor to provide detailed feedback on best practices in policies by end January
- Disability inclusion – We’re building resources and support for Wisers and candidates with disabilities. Our goals is to offer practical information and support to ensure that Wise remains an inclusive environment for those impacted by a disability
Share this job
View 92 more jobs at Wise