WISE Logo

WISE

Customer Support Team Lead

Posted 2 Days Ago
Be an Early Applicant
Hybrid
Hyderabad, Telangana
Mid level
Hybrid
Hyderabad, Telangana
Mid level
The Customer Support Team Lead (CSTL) manages the Customer Support Team, ensuring efficiency, process establishment, quality assurance, and customer satisfaction metrics. They advocate for customers and communicate feedback to improve products.
The summary above was generated by AI
Company Description

Important Note for Applicants:

As part of our application process, you will receive an assessment immediately upon applying. This assessment is designed to take approximately 30 minutes and must be completed on a laptop. Please ensure you have a stable internet connection and a quiet environment to complete the test. We appreciate your understanding and look forward to your application!

Applications without assessment wouldn't be considered.

-----------------------------------------------------------------------------------------------------

 

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 Description

Salary: 9.5 - 11 Lakhs INR annually + RSUs

The Customer Support Team Lead (CSTL) is a strong leader with a mindset that allows them to build strong teams and processes that put our customers first, while providing continuous feedback from customers to various product teams.

The CSTL will provide leadership to the Customer Support Team. Establish and maintain Quality Assurance, Quality Control and other processes required for an exceptional level of customer support. Customer Support Team is the primary point of contact for the Wise customers and forms a large part of the company’s profile. As such, all enquiries to Customer Support need to be acted upon with efficiency and professionalism.

It is the CSTL’s primary responsibility to ensure that expectations are clearly set and that members of the Customer Support team are highly engaged, motivated, armed with all necessary equipment and software, have opportunities to contribute to tactics and strategy, and opportunities to learn and grow.

The CSTL will ensure that customer service is maintained by: 

  • Liaising with the relevant departments to ensure that customer objectives are being met
  • Ensuring a high level of product knowledge within Customer Support team members as evidenced through turnaround time of issues and ability of Customer Support to resolve issues independently
  • Ensuring a high level of customer focus (internally and externally) with due care and attention to customer priority issues and appropriate levels of customer communications
  • Ensuring that regular audits of communications are performed and that appropriate training is provided to personnel in this area
  • Assigning and monitoring the customer support tickets and implementing action plans and escalation procedures to address problematic areas
  • Developing and maintaining customer satisfaction measurement metrics
  • Defining and implementing the procedures and policies to ensure that high-quality service is delivered to customers (both internal and external) and adherence to strict SLA’s
  • Seeking feedback and following up information from customers

Also, communicating the customers’ perception of value and quality to the business and identifying:

  • Any bugs in the product that result in issues for the customer
  • Any improvements that could be made to the product itself – its features or functionality – to bring it more in line with what the customer defines as quality or value
  • Any improvements to the product’s inbuilt support functionality that could reduce customer frustration / the need to make a support call
  • Participate directly in the product design process, to identify gaps between customer expectations and product design as early as possible
  • The CSTL is primarily responsible for the implementation and maintenance of a Customer Support Team within the Wise.
  • The CSTL will be the customer advocate, ensuring that all customer support requests (be they internal or external) are followed up in a timely fashion, while performing Quality Assurance and Quality Control on customer service requests ongoing.

Additional Information

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.

Top Skills

Customer Support Software
Quality Assurance Tools

Similar Jobs at WISE

Yesterday
Hybrid
Hyderabad, Telangana, IND
Senior level
Senior level
Fintech • Mobile • Payments • Software • Financial Services
Lead product management efforts in India, define strategy and roadmap, collaborate with teams, conduct market research, and build the product team.
Top Skills: BankingFintechPayments
Yesterday
Hybrid
Hyderabad, Telangana, IND
Senior level
Senior level
Fintech • Mobile • Payments • Software • Financial Services
The DD Outsourcing Vendor Manager leads vendor relationships, oversees performance, manages contracts, and ensures effective team operations and training. They focus on data analysis, process improvement, and maintaining vendor compliance.
Top Skills: LookerWorkday
2 Days Ago
Hybrid
Hyderabad, Telangana, IND
Senior level
Senior level
Fintech • Mobile • Payments • Software • Financial Services
Lead Product Analyst role focusing on enhancing customer experience in India through data-driven product insights and strategic roadmaps while collaborating with cross-functional teams.
Top Skills: AirflowAmplitudeBi ToolsDbtGitGoogle AnalyticsMixpanelPythonSQL

What you need to know about the Pune Tech Scene

Once a far-out concept, AI is now a tangible force reshaping industries and economies worldwide. While its adoption will automate some roles, AI has created more jobs than it has displaced, with an expected 97 million new roles to be created in the coming years. This is especially true in cities like Pune, which is emerging as a hub for companies eager to leverage this technology to develop solutions that simplify and improve lives in sectors such as education, healthcare, finance, e-commerce and more.

Sign up now Access later

Create Free Account

Please log in or sign up to report this job.

Create Free Account