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 DescriptionWe’re looking for an experienced lead of business customers that can drive exceptional customer service, while generating high quality and actionable insights to key stakeholders, to create lasting and positive changes.
At Wise, we're on a mission to make money move as easily as information — fair, transparent, and fast. As our Business Complaints Team Lead for Budapest, you'll be central to that mission: ensuring our business customers in Budapest receive fair, high-quality outcomes when things go wrong, and leading a team that sets the standard for what great complaints handling looks like.
You'll build and lead a growing team of Business Complaints Officers in Budapest, coaching them to deliver excellent outcomes, managing day-to-day performance, and driving continuous improvement through data and root cause thinking. More than a people manager, you'll be an advocate for customers, a bridge to cross-functional teams, and a critical voice in shaping how Wise handles complaints.
If you're passionate about people development, customer fairness, and making a real difference in a fast-moving fintech, this is the role for you.
Roles & Responsibilities
Leadership & Team Management
Lead and develop a team of Business Complaints Officers in Budapest, managing daily operations and maintaining a high-quality, high-care culture
Coach officers on complaint writing quality, regulatory obligations, and fair customer outcomes
Monitor team KPIs and SLA performance, addressing underperformance proactively and recognising strong work
Act as the primary escalation point for complex, sensitive, or high-risk cases
Customer Focus & Quality
Ensure every complaint is resolved fairly and in line with regulatory requirements
Review and quality-check case outputs, delivering structured feedback and coaching
Champion the customer internally — use complaint insights to advocate for product and process improvements across the business
Analytical Thinking & Reporting
Identify trends in complaint data and translate them into actionable insights for the team and senior stakeholders
Contribute to MBR-level reporting on complaint volumes, SLA performance, and root causes
Use tools including Zendesk, Looker, and internal dashboards to manage workload and quality proactively
Stakeholder Collaboration
Work cross-functionally with Operations, Product, Compliance, and WFM to resolve systemic issues
Engage with regulatory bodies as required, ensuring timely and accurate responses
Represent the complaints team in senior forums and contribute to the global complaints strategy
About You
You have at least 12 months' experience as a Complaints Specialist or 24 months experience as a Complaints Officer or in a senior/leadership role in customer service or complaints handling
You're a natural people developer — you coach, challenge, and genuinely care about the growth of your team
You're analytical — you can spot trends in data, ask the right questions, and turn insight into action
You communicate clearly and confidently, adapting your style for different audiences — from frontline officers to senior stakeholders
You're customer-obsessed: fair outcomes for customers are your non-negotiable
You're organised and reliable — you manage your team's workload and your own with care and precision
You're comfortable using Zendesk, Looker, or similar tools — or eager to build that capability
Salary for the role - 1,120,00 HUF to 1,440,000 HUF gross monthly (+RSU's)
Unfortunately we are not able to offer sponsorship or relocation for this role.
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.
Skills Required
- At least 12 months of experience as a Complaints Specialist
- At least 24 months of experience as a Complaints Officer or in a senior or leadership role in customer service or complaints handling
- Experience coaching, developing, and managing team members
- Analytical ability to identify data trends and translate insights into action
- Clear and confident communication with frontline officers and senior stakeholders
- Strong focus on fair customer outcomes and customer service
- Strong organization and reliability in managing workloads
- Comfort using Zendesk, Looker, or similar tools
Wise Compensation & Benefits Highlights
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Leave & Time Off Breadth — U.S. materials describe extensive paid leave (PTO, sick time, holidays, “Me Days,” volunteer and compassionate leave) plus a paid six‑week sabbatical after four years. Feedback suggests the time‑off package is a standout element of the offering.
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Parental & Family Support — Benefits information highlights up to 18 weeks of fully paid parental leave in many locations, with clear tenure qualifiers in some markets. Feedback suggests these policies are robust and a notable strength.
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Equity Value & Accessibility — Company and job-posting materials indicate RSUs are a regular part of compensation, with a shift toward RSUs since 2022. Feedback suggests the equity component is a relatively substantial part of total rewards.
Wise Insights
What We Do
Wise is a global technology company, building the best way to move and manage the world's money. With Wise Account and Wise Business, people and businesses can hold 40 currencies, move money between countries and spend money abroad. Large companies and banks use Wise technology too; an entirely new network for the world's money. Launched in 2011, Wise is one of the world’s fastest growing, profitable tech companies. In fiscal year 2025, Wise supported around 15.6 million people and businesses, processing over $185 billion in cross-border transactions and saving customers around $2.6 billion.
Why Work With Us
We’re truly global in who we are, how we work, and how we build. Everything we do is centred around creating a world of money that’s fast, easy, fair. And open to all. Everyone who works here owns a piece of Wise, from the work they do, to the stock they hold.
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Wise Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We expect new joiners in the office most days to build connections and learn from colleagues for their first six months. After that, most Wisers split their working week between the office and home, typically coming in at least 12 times a month.
