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 High Volume (Total Service) Team Lead to join our team. This role is a unique opportunity to lead a team of highly empowered Specialists dedicated to our most valuable customers. This is not a typical Team Lead role focused on admin and task completion—your mission is to foster a culture that is engaged, empowered, and overwhelmingly human.
Your North Star metric is retention. You will lead, inspire, and support your team to turn every interaction into a reason for the customer to stay, ensuring that even in high-pressure situations, our service strengthens customer loyalty.
Here’s how you’ll be contributing to the Customer Support team:
Leadership:
Relentlessly promote the "cultural tone" and performance expectations by providing stewardship and support to your team.
Create an environment of psychological safety and trust where Specialists act autonomously and take "cradle-to-grave" ownership of customer issues.
Drive performance through regular 1/1s and professional development, focusing on the professional growth and recognition of your team.
Prioritize team wellbeing and work-life balance as the foundation for high engagement and long-term retention.
Performance and Operations:
Utilise data-driven insights to ensure your team meets performance metrics and KPIs, such as Resolution Rate, Average Handling Time and Quality Score.
Encourage your team to move beyond Standard Operating Procedures (SOPs) when necessary to find creative solutions for the customer and the business.
Provide specific, actionable feedback that strengthens our service culture.
Team Development:
Facilitate ongoing professional growth by setting personal development plans and leveraging development budgets.
Strategic Impact:
Surface actionable insights to leadership by identifying trends, process gaps, and product bugs that drive friction for our high-volume customers.
Act as a progressive leader who inspires your team to adopt new, improved ways of working while overcoming resistance.
Build and maintain professional relationships with teams like KYC and PayOps to seamlessly resolve complex customer issues.
Experience:
At least 6 months in a Total Service Wise Customer Support role
or at least 6 months in a Team Lead role at Wise
and/or 2+ years of leadership experience in an external organization.
You’re located already in Tallinn, Estonia, this isn’t a remote job.
Must be legally authorised to work in Estonia.
Minimum 6 months of experience in Wise Customer Support as a Customer Support Team Lead or Total Service agent role.
Your verbal and written English skills are excellent, communicating difficult concepts in an easy to understand way comes naturally to you (C1 level English).
You demonstrate high emotional intelligence, maintaining composure under pressure while managing team dynamics and building strong relationships.
You are curious about the numbers and have a deep desire to understand what drives performance and customer behavior and are able to make decisions based on data.
You’re an exceptional communicator and able to explain complex concepts simply.
Proficient in handling change while maintaining organisation and prioritisation skills.
You’re reliable. You’ve got the ability to multi-task and you take responsibility in challenging situations. You can manage, delegate, and oversee cross-team projects
Salary: 2750 EUR Monthly
Reporting to: Lotta Peedimaa
Eligibility requirements:
You have been in your current role for at least 12 months at the time of application.
Your last GrowWise rating is "on track" or above.
You are not on an active disciplinary action or PIP (Performance Improvement Plan).
Please speak with your current Lead before applying. If you feel uncomfortable initiating this conversation with your Lead, please feel free to reach out to the Recruiter outlined in the job ad. They will be able to advise you on the next steps.
If you're interested in the position please apply the latest by 17.07.2026 EOD by submitting your CV and take home test (THT test)
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 6 months in a Total Service Wise Customer Support role or at least 6 months in a Team Lead role at Wise, or 2+ years of leadership experience in an external organization.
- Located already in Tallinn, Estonia (on-site requirement).
- Legally authorised to work in Estonia.
- Been in current role for at least 12 months at time of application.
- Last GrowWise rating is 'on track' or above.
- Not on an active disciplinary action or Performance Improvement Plan (PIP).
- Excellent verbal and written English (C1 level).
- High emotional intelligence and composure under pressure.
- Comfortable with data; able to analyse performance metrics and make data-driven decisions.
- Exceptional communication skills; able to explain complex concepts simply.
- Proficient at handling change, organization, and prioritisation.
- Reliable, able to multi-task, manage, delegate, and oversee cross-team projects.
What the Team is Saying
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Wise Compensation & Benefits Highlights
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Equity Value & Accessibility — Equity is granted to all employees via time‑based RSUs/stock awards, aligning staff with company performance. This broad accessibility makes ownership a core part of total rewards.
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Leave & Time Off Breadth — Policies include a global minimum of 33–36 paid days off and a paid six‑week sabbatical after four years with a cash stipend. The sabbatical is positioned as a standard milestone benefit in addition to annual leave.
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Parental & Family Support — Wise commits to a minimum of 18 weeks’ fully paid parental leave for birth or adoption across many offices. Eligibility rules and tenure may apply by location while maintaining a companywide minimum standard.
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.
