Global Customer Support Lead (Account Specialists)

Requirements

• 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
• 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
• 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
• 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
• 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
• Data‑Driven: Comfort with data analysis is essential

What the job involves

• 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
• 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
• 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
• 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
• 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
• 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
• 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
• Global Coordination: Act as the central point of contact across 5 regional hubs

#J-18808-Ljbffr…