Job Description
About the Role
We're looking for an exceptional leader to drive world-class customer care for Wise's highest-value customers. In this role, you'll establish and lead a global support structure that delivers extreme operational excellence, ensuring consistent SLA adherence across all regions while meeting regulatory requirements.
Success means balancing customer resolution, speed, retention, revenue growth, and product adoption—all while keeping the customer at the heart of every decision.
Key Responsibilities
Commercial Excellence
- Transform service into a revenue engine through insight-led upsells
- Use data analytics to shift from reactive support to proactive growth
- Build consultative partnerships that drive retention and expansion
- Design multi-tiered engagement models optimising cost-to-serve
Strategic Planning
- Develop 12-month operational strategy aligned with long-term goals
- Deploy strategic plans and manage stakeholder expectations
- Establish global support delivery across all Wise regions
- Create scalable, affordable models supporting pricing strategy
Operations
- Enhance productivity, quality, and first contact resolution
- Use customer insights and root cause analytics for improvements
- Manage resource utilisation and workforce planning
- Drive continuous improvement and change management
- Lead cross-functional stakeholder conversations
People Leadership
- Provide effective coaching through regular 1-1s
- Grow and develop globally distributed teams
- Set actionable goals enabling team growth
- Ensure operational continuity during your absence
Collaboration
- Partner with Scaling Service, WFM, Vendor Management, and Product teams
- Work cross-functionally with KYC, FinCrime, PayOps, and others
- Align resources with business objectives and service levels
Capacity Management
- Collaborate on staffing, recruiting, and retention strategy
- Develop hiring and talent management best practices
- Ensure compliance with local employment laws
- Maintain required headcount through effective planning
Qualifications
Experience Required
Leadership Scale:
- Experience managing 6+ direct reports and leading teams of 50+ globally
- Proven track record scaling teams (ideally from 50 to 70+)
- Leading leaders globally or across multiple regions
Geographical & Operational:
- Experience coordinating across multiple regions and time zones
- Ability to act as a single figurehead while accommodating regional nuances across Singapore, Austin, Tallinn, Budapest, and São Paulo
Metric & Performance Management:
- Expertise managing KPIs including contribution margin, reach rate, and cohort expansion
- Data-driven decision-making with strong analytical capabilities
- Track record of driving commercial outcomes through service excellence
Industry Background:
- Sales-through-service mentality with customer services or customer success background
- Solid understanding of KYC principles and compliance requirements
- Deep industry knowledge and competitive awareness
Mindset & Approach:
- Customer-centric with commercial acumen
- Strategic problem-solver with exceptional communication skills
- Dynamic adaptability in fast-paced, shifting environments
- Process-driven yet agile and flexible to change
- Detail-focused with ability to see the bigger picture
- Professional approach and growth mindset are critical
What to Expect
- Travel: Regular travel, potentially for extended periods
- Flexibility: Adaptability to different time zones (APAC, EMEA, Americas)
- Data-Driven: Comfort with data analysis is essential
- Global Coordination: Act as the central point of contact across 5 regional hubs
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.