Top Operations & Support Jobs

Lead Wise’s Italy branch: define product localisation and market strategy, obtain and manage local licences/authorisations, oversee operations, regulatory and partner relationships, represent Wise in Italy, and drive commercial and operational growth while ensuring governance, compliance, and incident response.

Perform CDD/EDD reviews and transaction monitoring to assess customer risk, verify identity and ownership, maintain accurate KYC records, escalate suspicious activity, communicate with customers, and meet KPI targets in a shift-based environment.

Lead a group of customer support teams and team leads to meet KPIs, set forecasts, and drive operational improvements. Manage hiring, performance, budgets, compliance, stakeholder relationships, and cross-team initiatives. Enable leads with training, resources and coaching, and use analytics to identify process improvements and forecast demand.

Provide multi-channel technical support for Wise Platform enterprise API partners: troubleshoot and debug REST APIs, interpret logs, query databases, respond to high-severity incidents, and collaborate with global engineering and product teams to improve integration reliability and partner experience.

Investigate fraud- and scam-related customer complaints, deliver fair transparent outcomes, collaborate with product and ops teams, meet SLAs, and contribute to team culture through decision sharing and support.

Lead and execute quality assurance for complex, high-risk payments cases. Perform thematic reviews, root cause analysis, calibrations, and stakeholder presentations. Mentor colleagues, use data and AI to identify trends, support audits/regulatory requests, and drive continuous improvement while meeting KPIs and SLAs.

Lead automation and process improvements for USD/CAD payment routes, bridging Product, Engineering, and Ops. Scope and deliver mid-sized projects, build dashboards and KPIs with SQL and BI tools, mentor specialists, serve as North America SME for incidents and regulatory changes, and define SLAs to scale payment operations.

Lead and develop a Customer Support team, implement QA/QC and SLA-driven processes, monitor tickets and escalations, train staff, measure customer satisfaction, liaise with product and other departments, and advocate for customer feedback to improve product and support functionality.

Lead and manage the WFM Operations Partner function, setting standards, coaching Ops Partner Leads, ensuring workforce decisions align with WFM principles, and serving as senior escalation for capacity, scheduling and intraday trade-offs within regulated, high-volume operations.

Manage operational relationships with key global banking partners to improve payment speed, reliability and cost. Monitor performance, drive corrective actions, lead incident follow-up, align internal stakeholders, and improve partner documentation, reporting and controls.