Global CS Lead - Account Specialists

About the Role

We're looking for an exceptional leader to drive world-class customer care for Wise's highest-value customers. In this role, you'll establish and lead a global support structure that delivers extreme operational excellence, ensuring consistent SLA adherence across all regions while meeting regulatory requirements. Success means balancing customer resolution, speed, retention, revenue growth, and product adoption—all while keeping the customer at the heart of every decision. Key Responsibilities

Commercial Excellence

• Transform service into a revenue engine through insight-led upsells
• Use data analytics to shift from reactive support to proactive growth
• Build consultative partnerships that drive retention and expansion
• Design multi-tiered engagement models optimising cost-to-serve

Strategic Planning

• Develop 12-month operational strategy aligned with long-term goals
• Deploy strategic plans and manage stakeholder expectations
• Establish global support delivery across all Wise regions
• Create scalable, affordable models supporting pricing strategy

Operations

• Enhance productivity, quality, and first contact resolution
• Use customer insights and root cause analytics for improvements
• Manage resource utilisation and workforce planning
• Drive continuous improvement and change management
• Lead cross-functional stakeholder conversations

People Leadership

• Provide effective coaching through regular 1-1s
• Grow and develop globally distributed teams
• Set actionable goals enabling team growth
• Ensure operational continuity during your absence

Collaboration

• Partner with Scaling Service, WFM, Vendor Management, and Product teams
• Work cross-functionally with KYC, FinCrime, PayOps, and others
• Align resources with business objectives and service levels

Capacity Management

• Collaborate on staffing, recruiting, and retention strategy
• Develop hiring and talent management best practices
• Ensure compliance with local employment laws
• Maintain required headcount through effective planning