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 a Global Product Operations Automation Lead (Merchant Chargeback and Investigations) to join our team in the Tallinn office. This role is a unique opportunity to have an impact on Wise’s mission, grow as a leader of our Operations teams and help save millions more people money.
Your mission:
Wise has already pioneered new ways for people to transfer money across borders and currencies. Our customers can also manage their hard-earned money with the world’s first platform to offer true multi-currency banking. Your mission is to develop a strong Operations team and support specialists on their personal growth paths.
Here’s how you’ll be contributing to the Operations Team:
Strategy & Performance: Drive operational excellence and meet ambitious goals for fund recovery and reducing customer escalations.
Process Automation: Champion projects to optimize workflows, integrate automation tools, and minimize manual workload for risk reviews.
Risk Governance: Ensure 100% compliance with audit findings and establish key risk indicators (KRIs) for card payment losses.
Quality Assurance: Develop and implement a comprehensive QA framework for all card dispute defenses and merchant risk reviews.
Operational Leadership: Manage backlogs, lead hiring/training, and serve as the final escalation point for complex merchant risk cases.
Stakeholder Collaboration: Partner with Risk, Product, and Engineering teams on high-impact initiatives to drive sustainable growth.
Data-Driven Decisions: Analyze trends in chargebacks and due diligence to identify gaps, propose solutions, and improve defense rates.
Team Development: Lead, mentor, and prioritize the work of specialists to ensure efficient and high-quality operational delivery
This role will give you the opportunity to:
Make an Impact - You’ll help drive the definition of our goals and vision while increasing the efficiency of the operations team and dreaming big, driving us towards Mission Zero!
Inspire Teams - You’ll fuel the revolution with your ideas, knowledge, self-starter attitude, and customer insight, which you’ll use to work with product development engineers and other operational teams to help solve our customer’s problems!
Develop Wisers - You’ll scale culture and help to create a positive and motivating work environment for our Wisers. You’ll ensure the health and productivity of the specialists within your teams by helping to set the right culture and implement the right approaches. We don’t believe in drama, only good Karma!
Work Globally - You’ll work closely with internal and external partners and help to figure out ways to make our customers’ lives better. You’ll also occasionally travel to work and learn with our teams in other locations!
About you:
You’re eligible to work in Estonia, we don’t support visa (including residency permits) for this role
You have at least 1 year of leadership experience - background in fincrime is a nice to have.
You have experience working with internal and external partners to optimize processes
You are KPI and SLA driven - you are able to develop metrics and report against them.
You have experience and skills in project management.
You drive to make things happen instead of wondering why things happened.
You place customers first and you make no compromise on this.
You’re a strong communicator with both internal and external stakeholders, straight up and honest. You can adapt your communication style to different audiences. You’re able to persuade others and you aren’t afraid to challenge something when you need to.
You know how to use data to prioritise tasks that have the most value-add to customers' and measure the impact.
You’re comfortable working within teams that face complex issues and take charge in difficult situations.
You enjoy creating an inspiring team environment where ideas are shared and openness is valued. You’re comfortable and composed when either giving or receiving feedback.
You have a passion for technology, customer experience, and you want your work to have a positive impact on people.
You’re a great relationship builder, experienced at working closely with external partners as well as product development teams, including product managers and engineers.
Your curiosity has no limit and this is your guiding light. You have the self-awareness to recognise areas you don’t know and the humility to learn.
What do we offer:
Starting salary: 3400 EUR Tallinn
Company Restricted Stock Units
Numerous great benefits in our Tallinn office
Key benefits:
Flexible working - whether it’s working from home, school plays or life admin we get that flexibility is essential and you’re trusted to do the right thing and be responsible
Paid annual holiday, sick days, parental leave and other leave opportunities
6 weeks of paid sabbatical after 4 years at Wise on top of annual leave
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.
What the Team is Saying
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.
