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.
The role of a Wise Platform Enterprise Support Team Lead is a blend of team management, strategic oversight, and hands-on operational support, all focused on ensuring Wise's business-to-business partners have a seamless experience. This is a crucial position that sits at the intersection of leadership and customer service, with a strong emphasis on data-driven decision-making and continuous improvement.
Core Responsibilities and Daily Tasks
As a Team Lead, your primary responsibility is to lead and nurture a team of up to 10 Enterprise Support Specialists. This includes:
- Team Leadership and Development: You'll be a coach, mentor, and manager, setting clear performance and quality targets (KPIs) and holding the team accountable.
- Operational Management: You'll ensure the team is effectively managing the flow of inquiries and complaints, ensuring that service level agreements (SLAs) are met.
- Data and Insights: You'll collect and analyze partner feedback through satisfaction surveys and other channels, presenting insights to the wider Wise Platform team.
- Strategic Collaboration: You'll work cross-functionally with other Wise teams to ensure that feedback and data collected are used to inform business decisions and product roadmaps.
QUALIFICATIONS:
- Analytics: You must be an expert in working with partner data, able to dive into data, understand what it's telling you, and turn that information into actionable insights.
- Project Management: You'll need to be skilled at defining project goals, creating timelines, allocating resources, and ensuring projects are completed on time and to a high standard.
- Complex Problem-Solving: You'll be the point of contact for internal teams and the person specialists escalate issues to, requiring a strong ability to diagnose complex technical and operational problems.
- Communication and Presentation Skills: You must be an excellent communicator, able to articulate complex concepts and data-driven insights to a wide range of audiences.
- Leadership and Empathy: You must have a genuine passion for leading people and building high-performing teams.
- Adaptability: The fintech world is fast-paced, and Wise is no exception, so the ability to keep up with constant change and adapt processes as needed is crucial.