Head of Specialized Support

Job Description

The Head of Specialised Support is a high-impact senior leadership role responsible for the operational excellence, technical stability, and commercial growth of Wise’s most critical customer segments: Enterprise Banking Partners and High-Value Business Customers.

This role leads a global, three-pronged organisation - comprising Account servicing, Enterprise Support, and Technical Integration Success - to deliver a seamless, world-class experience for some of Wise’s biggest clients. The successful candidate will transition the department from reactive troubleshooting to a proactive, data-driven engine, implementing professional Workforce Management (WFM) tools, industry-leading resolution times and sub-15-minute incident response protocols. Balancing "sales-through-service" commercial acumen with deep technical rigour, this leader ensures that our most complex global partnerships are supported by a scalable, resilient, and compliant operational framework.

This is not a traditional support role; it is a hybrid of commercial strategy, technical engineering, and operational logistics. You will be responsible for providing our customers with the highest quality of dedicated support, whilst unlocking growth via product upsell and customised solutions.  You will ensure that Wise’s support infrastructure is a competitive, value-adding advantage for our customers rather than a cost center for the business. You must be as comfortable discussing complex issues from a technical support perspective  as you are discussing revenue retention with the Executive team.

The Three Pillars of Specialised Support

This leadership role oversees three distinct but interconnected global functions:

1. Account Specialisation: High-touch, "sales-through-service" experts focused on relationship health, retention, and revenue expansion for our most valuable individual and business users.

2. Enterprise Support: Dedicated operational experts ensuring consistent SLA adherence, regulatory compliance, and seamless onboarding for our large-scale Enterprise partners.

3. Integration Success (IS): The technical support engine of the department, focused on integration health, proactive monitoring and alerting for technical issues, and rapid incident resolution for complex API and platform connections.

Key Responsibilities

1. Account Specialisation & Commercial Acumen

• Value-Led Revenue Growth: Transform the specialist team into a commercial engine by coaching "insight-led" upsells and proactive expansion.

• Service Architecture: Design multi-tiered engagement models (High-Touch to Tech-Touch) that optimize the cost-to-serve while triggering customer growth milestones.

• Segment Ownership: Align best-practice sharing and capacity leverage across the global team to ensure Wise's highest-value customers are managed with consistency.

• Commercial Mindset: Move the team beyond troubleshooting to high-stakes value communication, making the Wise product indispensable to the customer’s daily operations.

2. Enterprise Support Operations

• Industry-leading Operational Excellence: Drive KPIs including First Contact Resolution (FCR), Quality, Speed of Reaction, and SLA adherence across globally distributed teams.

• Regulatory Governance: Ensure appropriate structures are in place for any regulatory requirements dictated by the partner's market, ensuring adherence before "go-live."

• 12-Month Strategic Planning: Develop a collaborative resource strategy aligned with Enterprise long-term goals and forecasts, pulling resources into line and managing expectations along the journey.

• Financial Stewardship: Deeply understand the cost-to-serve and cost-to-scale. You will establish the cost basis necessary to support the broader Enterprise pricing strategy.

• Resource allocation: Build the hiring and headcount plans for the team, aligned with sales and delivery targets, enabling the team to maintain SLAs in line with growth of the partner portfolio

3. Integration Success & Technical Excellence

• Incident Management Mastery: Evolve incident management processes from manual environments (Slack) to unified tools (Zendesk) to consistently achieve a strict first response SLA.

• Proactive Monitoring & Alerting: Set up and oversee dashboards that enable the team to proactively identify incidents (unplanned downtime, traffic drops, error rates) before they impact the partner.

• Incident Handling & Runbooks: Define clear SOPs and partner incident runbooks for the team to follow when handling incidents; these should enable the team to assess the impact of incidents on partners, tag relevant internal teams to support find a solution, put together post-mortems and follow up on actions to be completed.

• Tooling & Data Granularity: Unify fragmented workflows (Zendesk, Service Desk, Slack) and utilise data insights to manage future demand through deflection, documentation, and training.

Leadership & Relationship Management

• Global People Leadership: Coach and lead a globally based team of Team Leaders and Specialists across APAC, EMEA, and AMERS.

• Stakeholder Alignment: Operate independently while knowing when to cut across Operations, Product, WFM, Engineering, and QA to influence and align with stakeholders.

• Advanced Capacity Management: Collaborate with CS Operations to implement professional Workforce Management (WFM) methodologies, moving away from manual scheduling to ensure consistent delivery.

• Resilience: Maintain the emotional and operational resilience to return to the ‘drawing board’ repeatedly in the pursuit of delivery excellence.

• Influence: Negotiate and influence internal and external stakeholders, knowing how to build and manage relationships with senior leaders across Wise and Enterprise Partners.

Qualifications

Requirements

• Proven Leadership: Experience leading leaders on a global scale within Customer Success, Technical Support,  Account Management.

• Three-Pronged Expertise: A rare blend of commercial mindset (sales-through-service), operational rigour (SLA/WFM), and technical aptitude (Incident management/APIs).

• Data Fluency: Deeply comfortable with data; using CRM health signals and technical metrics to guide a team under pressure is second nature.

• Communication: Outstanding skills to explain complex technical or commercial concepts to both customers and internal leadership.

• Global Mobility: Prepared to travel for extended periods and adapt to global time zones to support a 24/7 operation.

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.

Keep up to date with life at Wise by following us on LinkedIn and Instagram.

Company 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 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.