Description
We are seeking a Customer Support Team Lead to join our team in Hyderabad, India. As a Customer Support Team Lead at Wise, you will be responsible for leading a team of customer support agents and providing exceptional customer service to our users.
The Customer Support Team Lead will provide leadership to the Customer Support Team, establishing and maintaining quality compliance and other processes required for an exceptional level of customer support. The Customer Support Team is the primary point of contact for Wise customers and forms a large part of the company's profile.
Key responsibilities include:
- Liaising with relevant departments to ensure customer objectives are being met
- Ensuring a high level of product knowledge within Customer Support team members
- Ensuring a high level of customer focus with due care and attention to customer priority issues
- Assigning and monitoring customer support tickets and implementing action plans and escalation procedures
- Developing and maintaining customer satisfaction measurement metrics
- Defining and implementing procedures and policies to ensure high-quality service is delivered to customers
The ideal candidate will have:
- 2+ years of people leadership experience, preferably within a high-volume, high-growth, and complex servicing environment like FinTech, Tech, or SaaS
- Data analysis and communication expertise
- A human-centric retention mindset, prioritizing work-life balance and engagement
- Extreme ownership and accountability
- Coaching and change leadership skills
We offer a dynamic and inclusive work environment where teams are strongest when they are diverse, equitable, and inclusive.