Business Customer Support Team Lead
3 weeks ago
Wise is looking for an experienced and driven leader to join our Business Customer Support team in Singapore. The ideal candidate will help us maintain and enhance our reputation for customer service excellence throughout the APAC region. The Business Customer Support Team Lead is a key leader responsible for building robust teams and processes that prioritize our business customers. You will also be a critical link between our customers and our product teams, providing valuable feedback to help us evolve our services.
In this role, you will lead the Business Customer Support team, ensuring an exceptional level of service by establishing and maintaining Quality Assurance and Quality Control processes. Our Business Customer Support team is the primary point of contact for Wise business clients, so all inquiries must be handled with efficiency and professionalism. Your main responsibility is to ensure your team is highly engaged and motivated. This includes setting clear expectations, providing the necessary support and guidance; creating opportunities for team members to contribute to strategy and grow professionally.
Operational Excellence
- Meeting Business Objectives: Liaising with relevant departments to ensure business customer objectives are met.
- Product Expertise: Ensuring a high level of product knowledge within the Business Customer Support team, as evidenced by strong resolution rates, efficient issue handling, and rigorous Quality Assurance standards.
- Business Customer Focus: Maintaining a high level of focus on business customers (both internally and externally), with meticulous attention to business customer priority issues and appropriate levels of business customer communications.
- Communication Audits: Ensuring regular audits of communications are performed and providing appropriate training to personnel in this area.
- Ticket Management: Implementing action plans and escalation procedures to address problematic areas proactively.
- Metrics & SLAs: Developing and maintaining key performance metrics and Service Level Agreements (SLAs).
- Policy Implementation: Defining and implementing procedures and policies to ensure high-quality service is delivered to business customers (both internal and external) and strict adherence to SLAs.
- Feedback Loop: Actively following up on information from business customers to drive continuous improvement.
Team Leadership & Development
- Human Management: Addressing any agent behavior or attendance issues, ensuring agents perform to expectations, fostering a safe environment where they can communicate concerns, and ensuring they are well-supported.
Qualifications
Business Customer Expertise:
- A passion for customer service with at least 2 years of experience in the B2B/B2C support sector.
Leadership & Management:
- At least 2 years of proven experience leading and managing a team.
- Strong people management skills and a genuine desire to develop as a leader.
- Experience in both people and project management.
Analytical & Problem-Solving Skills:
- Strong analytical skills with the ability to comfortably read and interpret data to make informed decisions.
- Excellent problem-solving skills and a keen attention to detail.
Outcome-Oriented Mindset:
- A strong focus on achieving the best outcomes for our business customers, the team, and the company.
Adaptability:
- A strong aptitude for quickly learning new skills and adapting to a fast-paced environment.
Product Knowledge
Management Skills
Leadership
Quality Control
Operational Excellence
Analytical Skills
Quality Assurance
Customer Support
Service Level
Adaptability
Team Leadership
Attention to Detail
Audits
Customer Focus
Customer Service
Customer Service Excellence
-
Business Customer Support Team Lead
3 weeks ago
Singapore Wise Full timeOverview Join to apply for the Business Customer Support Team Lead role at Wise . Company Description Wise is a global technology company, building the best way to move and manage the world's money. Job Description Wise is looking for an experienced and driven leader to join our Business Customer Support team in Singapore. The ideal candidate will help us...
-
Business Customer Support Team Lead
1 week ago
Singapore Wise Full timeOverview Join to apply for the Business Customer Support Team Lead role at Wise . Company Description Wise is a global technology company, building the best way to move and manage the world’s money. Job Description Wise is looking for an experienced and driven leader to join our Business Customer Support team in Singapore. The ideal candidate will help us...
-
Business Customer Support Team Lead
3 days ago
Singapore WISE ASIA-PACIFIC PTE. LTD. Full timeWise is looking for an experienced and driven leader to join our Business Customer Support team in Singapore. The ideal candidate will help us maintain and enhance our reputation for customer service excellence throughout the APAC region. The Business Customer Support Team Lead is a key leader responsible for building robust teams and processes that...
-
Business Customer Support Team Lead
3 days ago
Singapore Wise Payments Full timeCompany Description Wise is a global technology company, building the best way to move and manage the world's money. Min fees. Max ease. Full speed. Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money. As...
-
Business Customer Support Team Lead
3 weeks ago
Singapore Wise Full timeOverview Wise is a global technology company, building the best way to move and manage the world's money. Min fees. Max ease. Full speed. Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money. As part of our...
-
Business Customer Support Senior Team Lead
1 week ago
Singapore WISE ASIA-PACIFIC PTE. LTD. Full timeWise is a global technology company, building the best way to move and manage the world’s money. **Min fees. Max ease. Full speed.** Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money. As part of our team,...
-
Team Lead, Customer Support
2 weeks ago
Singapore Deel Full time**Who we are and what we do** Deel is a global team that helps businesses hire anyone, anywhere, easily. Deel consists of more than two thousand self-driven individuals spanning over 100 countries. Our unified yet diverse culture keeps us continually learning and innovating the Deel platform and our products for customers. Companies should be able to hire...
-
Customer Support Team Lead
1 week ago
Singapore SUSE Full timeOverview We are seeking an experienced and passionate Team Lead, Customer Support to join our APAC team at SUSE . This leadership role works closely with our Support Manager to help the team meet its goals and objectives. A strong IT background, especially with Linux, and a collaborative approach are essential. This position requires a 7:00 AM Singapore...
-
Senior Executive
1 week ago
Singapore Sea-lead Full timeSenior Executive - Business Process Management Department: Business Process Management Experience required: 2 - 4 years Job title: Business Process team Grade: (Specify Grade)Department: Business Process Management Direct reports: N/A Reporting to: (Specify Supervisor)Dotted line reporting: N/A Job purpose: The Business Process team supports and coordinates...
-
Customer Support Director
1 week ago
Singapore ATR EASTERN SUPPORT PTE LTD Full timeOur customers’ success is our success. ATR Customer support strive to ensure customers’ operating needs are being met at the highest level. Having strong relationships and deep understanding of customers operations are of significant value to us. As Customer Support Director, your objective will include: - Developing strong understanding of customer...
