Customer Support Senior Team Lead
4 days ago
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 team, you will be helping us create an entirely new network for the world's money.
For everyone, everywhere.
More about our mission and what we offer.
Job DescriptionThe Customer Support Senior Team Lead (CSSTL) is a strong leader with a mindset that allows them to build strong teams and processes that put our customers first while providing a continuous feedback loop from customers to various product teams.
Job Description:
Understanding our values and acting based on them
Being responsible for continuously re-evaluating teams' KPIs so they adequately reflect the current situation and progress
Weekly meetings with Team Leads (TL)s to provide appropriate feedback/support based on results/findings to improve overall performance
Maintaining and improving cross office / cross team relationships and processes.
Being able to support your team with operational tasks when needed and also doing operational tasks to keep up the relevant know how
Communicating with the Customer Support (CS) Training coordinator / site to ensure appropriate training is provided.
Communicating team's progress through KPI and other relevant analysis to other teams on a regular basis
Representing the team in audits
Owner of the teams' travel and entertainment budget
Responsible for the teams' development, performance and efficiency
Actively participate in hiring
What we're looking for:
Leadership Experience - at least 2 years in a team lead capacity, ideally having managed team leads prior
Passion for customer experience, technology, leading people and teams
Ability to multi-task and take responsibility in challenging situations, as well as ability to manage, delegate and oversee cross-team projects
Willingness to dive into numbers to support process improvements, prioritising, forecasting
Proven track record of taking individual ownership and responsibilities beyond your main daily responsibilities as well as being a great team player
Great cross team communication and listening skills
Strong product knowledge
For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.
We're proud to have a truly international team, and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.
If you want to find out more about what it's like to work at Wise visit Wise.Jobs.
Keep up to date with life at Wise by following us on LinkedIn and Instagram.
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