Customer Support Senior Manager, Wise
+ RSUs
More information about location
3+ days a week in office
Money without borders
Job no longer available
Money without borders
1001+ employees
Job no longer available
+ RSUs
More information about location
3+ days a week in office
1001+ employees
Company mission
We believe in money without borders. That's why we're building the best way to move and manage the world’s money. Min fees. Max ease. Full speed.
Role
Who you are
- You have experience managing managers, and indirect reports in various different timezones/countries. Working with BPOs and outsourced teams is a plus
- You are fluent in both English (verbal and written)
- You’re tactical and data driven. You analyze and identify trends and blockers and take appropriate action. You have exceptional analytical skills and you’re comfortable working with large amounts of data. You’re good at presenting findings and have experience in establishing and tracking metrics
- You’re passionate about leading people, building teams, and making a difference for people in your work
- You’ve worked internationally, cross-team, or cross-geo before, so you’ll quickly pick up on how best to communicate effectively across different cultures and time zones
- You’re strategic. You think strategically and translate strategy into operational plans and business results
- You welcome an open feedback culture, happy both giving and receiving feedback to or from anyone in the organization
- You understand operations. You have experience of working with operational teams (ideally in Fintech), and how to work with people and processes as well as products
What the job involves
- A Customer Support Senior Manager, in collaboration with Wise Support Functions, implements policies and procedures that continuously improve the utilization, quality and cost efficiency of the assigned group of CS teams
- Manages resource allocation decision-making and planning for a given group of Customer Support Senior Team Leads
- Aligns group of CS teams operations activities and initiatives to support and enhances the objectives of the wider CS Organization
- Ensures adherence to Regional, Global CS and Wise operational standards
- Creates operational strategies and specific objectives for the sub-functions and runs local budgets/policies/procedures to support the operational infrastructure
- Approves and participates in developing Wise culture, process and performance improvements for the assigned teams
- Assists in planning sessions and cascades the initiatives and targets from to the assigned group of teams
- Sets OKRs for the assigned group of teams and establishes control mechanisms to track success
- Lead and develop a team of senior operational leaders to enhance performance by setting clear accountable performance measures
- Use Customer Insight and Root Cause Analytics to identify potential improvements in a defined area, specified by Head of Consumer CS
- Define, negotiate and agree the effective utilization of resources in line with service specifications, working with, or being responsible for resource with planning, analyst and reporting team to plan the required resource in conjunction with business objectives and service level agreements
- Ensures the immediate report group (CS Senior Team leads) and an assigned group of CS team as a whole are equipped with all the necessary tools, trainings and support to perform their daily people management and operational task
- Provides effective feedback via regular 1-1s, biyearly GrowWise; propose compensation changes for Senior Leads, approves compensation changes for the assigned group of teams
- Collaborates with CS Operations leadership to understand the organization's goals and strategy related to staffing, recruiting, and retention
- Monitors and ensures the organization's compliance with local employment laws and regulations, and recommended best practices; reviews and modifies policies and practices to maintain compliance
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. Its attracted investment from some of the best investors in the world, from Andreesen Horowitz to Index Ventures and even Richard Branson.
While the market is crowded with new entrants (think Revolut and Monzo) and traditional banks trying to catch up, Wise is still staying one step ahead having recently opened a new hub in India and new payment features as well as reporting a rise in key metrics on higher volume and customer growth. This continued growth positions the company well for continued success in the future.
Freddie
Company Specialist at Welcome to the Jungle
Insights
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
$26.7m
SERIES D
Total funding: $397.1m
Company HQ
London, UK
Articles
Leadership
Taavet Hinrikus
(Co-Founder & Chairman)Previously Director of Strategy for Skype.
Kristo Käärmann
(Co-Founder & 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 and Chief Banking and Expansion Officer.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
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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
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