Wise Platform Enterprise Team Lead

The role of a Wise Platform Enterprise Support Team Lead is a blend of team management, strategic oversight, and hands-on operational support, all focused on ensuring Wise's business-to-business partners have a seamless experience. This is a crucial position that sits at the intersection of leadership and customer service, with a strong emphasis on data-driven decision-making and continuous improvement. As a Team Lead, your primary responsibility is to lead and nurture a team of up to 10 Enterprise Support Specialists. This isn't just about managing tasks; it's about fostering a high-performing and motivated team.

Responsibilities

• Team Leadership and Development: You'll be a coach, mentor, and manager. This includes setting clear performance and quality targets (KPIs) and holding the team accountable. You will be responsible for tracking individual progress, identifying skill gaps, and providing training to ensure the team is well-equipped to handle all partner inquiries and complaints. You'll also be involved in hiring and onboarding new team members and conducting regular one-on-one meetings and performance reviews.
• Operational Management: You are the key to a smooth and efficient support workflow. You'll ensure the team is effectively managing the flow of inquiries and complaints, ensuring that service level agreements (SLAs) are met. This also involves managing work schedules, particularly for a team that provides global coverage, and ensuring there's a fair balance of on-call duties if applicable. You will also be the account owner of the long-tail accounts for the Wise Platform.
• Data and Insights: A significant part of the role is using data to drive improvements. You'll be responsible for collecting and analyzing partner feedback through satisfaction surveys and other channels. You'll then take these insights—the pain points, common issues, and opportunities for improvement—and present them to the wider Wise Platform team, which includes Customer Success, Account Management, and Servicing teams. This feedback loop is essential for influencing product and process changes that enhance the partner experience and reduce the need for future support.
• Strategic Collaboration: A key part of the job is working cross-functionally with other Wise teams. This is to ensure that the feedback and data your team collects are used to inform business decisions and product roadmaps. You'll be a strong advocate for your partners, using data to articulate their needs and priorities to internal stakeholders.