Customer Support Team Lead

Company Description

Important Note for Applicants:

As part of our application process, you will receive an assessment immediately upon applying. This assessment is designed to take approximately 30 minutes and must be completed on a laptop. Please ensure you have a stable internet connection and a quiet environment to complete the test. We appreciate your understanding and look forward to your application

Applications without assessment wouldn't be considered.

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 Description

Salary: 8 Lakhs INR annually RSUs

The Customer Support Team Lead (CSTL) is a strong leader with a mindset that allows them to build strong teams and processes that put our customers first, while providing continuous feedback from customers to various product teams.

The CSTL will provide leadership to the Customer Support Team. Establish and maintain Quality Assurance, Quality Control and other processes required for an exceptional level of customer support. Customer Support Team is the primary point of contact for the Wise customers and forms a large part of the company's profile. As such, all enquiries to Customer Support need to be acted upon with efficiency and professionalism.

It is the CSTL's primary responsibility to ensure that expectations are clearly set and that members of the Customer Support team are highly engaged, motivated, armed with all necessary equipment and software, have opportunities to contribute to tactics and strategy, and opportunities to learn and grow.

The CSTL will ensure that customer service is maintained by:

• Liaising with the relevant departments to ensure that customer objectives are being met
• Ensuring a high level of product knowledge within Customer Support team members as evidenced through turnaround time of issues and ability of Customer Support to resolve issues independently
• Ensuring a high level of customer focus (internally and externally) with due care and attention to customer priority issues and appropriate levels of customer communications
• Ensuring that regular audits of communications are performed and that appropriate training is provided to personnel in this area
• Assigning and monitoring the customer support tickets and implementing action plans and escalation procedures to address problematic areas
• Developing and maintaining customer satisfaction measurement metrics
• Defining and implementing the procedures and policies to ensure that high-quality service is delivered to customers (both internal and external) and adherence to strict SLA's
• Seeking feedback and following up information from customers

Also, communicating the customers' perception of value and quality to the business and identifying:

• Any bugs in the product that result in issues for the customer
• Any improvements that could be made to the product itself – its features or functionality – to bring it more in line with what the customer defines as quality or value
• Any improvements to the product's inbuilt support functionality that could reduce customer frustration / the need to make a support call
• Participate directly in the product design process, to identify gaps between customer expectations and product design as early as possible
• The CSTL is primarily responsible for the implementation and maintenance of a Customer Support Team within the Wise.
• The CSTL will be the customer advocate, ensuring that all customer support requests (be they internal or external) are followed up in a timely fashion, while performing Quality Assurance and Quality Control on customer service requests ongoing.

Qualifications

• Excellent verbal and written English skills (additional language skills are a plus)
• Leadership Experience is a must - at least 2 years in a team lead capacity, having led medium sized teams of at least 10 agents
• Customer Support Experience is a must - preferably in banking, internet, telecom industries, or international customer care centers.
• Open to and Flexibility in working hours/shifts (day / night, weekdays / weekends).
• Knowledge of data security best practices to ensure compliance and protect customer information.
• Self starter, able to work independently with knowledge resources, proactive, solution oriented, ownership mindset
• 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
  

Additional Information

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.

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