Business Customer Support Team Lead

2 weeks ago

Singapore WISE ASIA-PACIFIC PTE. LTD. Full time
Roles & Responsibilities

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.
Tell employers what skills you have
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

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