Customer Success Team Lead

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.

Job Description

About the role:

Wise is a pioneering global leader in international money transfers and financial services, dedicated to making cross-border transactions seamless and transparent. We are looking for a dedicated and dynamic Customer Success Team Lead to join our team. This unique role allows you to build a high functioning team within Wise, which offers exceptional experiences for our existing and prospective high volume customers.

As a Customer Success Team Lead, you'll be responsible for driving growth & impact of your team, enabling your team members personal growth along the way.

This role gives you an opportunity to gather deep knowledge in the large transfer area in Wise and recognise the biggest opportunities within. You’ll need to manage your team's personal development, set up new processes and run projects which will determine the success of your team in the long run.

Here’s how you will contribute to the team

• Own the success of both your team and each specialist within it.
• Collaborate across teams to generate new leads and opportunities in the large transfers space.
• Make data-driven decisions whilst identifying where the highest return on investment comes from and decide how and where to spend your team's time.
• Build strong feedback loops internally to figure out gaps in our processes or product and get the support needed internally to fix them.
• Have a detailed understanding of the Wise product and act as an advisor within your team to unblock complicated situations.

Skills & requirements

• You have experience managing a team that delivers excellent service to customers.
• You’re analytical, have an eye for detail and a proven record of moving KPIs which in turn has a positive impact on the experience that customers have.
• Ability to unblock complicated situations.
• You’re self-motivated, can identify inefficiencies and are driven to improve them.
• Initiate and drive projects to completion with minimal guidance.

 Main responsibilities

1. Team performance

   1. Build and maintain scalable processes for the team e.g. for inbound leads and upsell opportunities.
   2. Track KPIs and revenue related targets for your team.

2. Personal team member performance

   1. Support your specialist's career and personal growth.
   2. Track and monitor your team's personal performance metrics.
   3. Run QA on each specialist on a regular basis, focusing on KPIs which are aligned with team targets and success.

3. Cross-team collaboration

   1. Work together with the partnerships team to figure out the best affiliate  lead experience in Wise. Help them build strong partner relationships.
   2. Collaborate with servicing teams to build scalable escalation processes.
   3. Work with sales teams to maximise the value of each lead coming into the funnel.
   4. Help product teams figure out how to build a customer aligned product offering by creating a feedback loop between the teams.

4. Project management

   1. Run projects simultaneously with attention to detail, while meeting deadlines.
   2. Lead projects from initial requirements through deployment, identifying needs, scoping tasks, timeline estimations and implementation plans.

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.