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Global Head of Customer Support
Posted on 11/22/2022
INACTIVE
Locations
London, UK
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Communications
Requirements
  • You place customers first and you make no compromise on this
  • You have experience leading a large scale customer support or operations team globally and managing senior leaders in a scale up company
  • You have proven track record of building and hiring high-performing teams
  • You have a good understanding and ability to analyse, forecast and move teams' metrics
  • You use a data-driven approach in quantifying problems and the impact. You're rigorous about measuring impact and assessing impact
  • You have excellent verbal & written English skills. You are proactive, clear, concise, and can adapt your communication style to different audiences
  • You have experience communicating complex information accurately, clearly, and quickly to all levels of management, product, partners and and third parties
  • You can work collaboratively within an organisation, across multiple cultures, geographies, and disciplines
  • You'reself-driven and make things happen, show a strong desire to succeed, always looking for opportunities, determined in pursuit of your own and your customers' goals
  • You have a proven track record of being able to deliver highly ambitious projects. You'll be ready to show what these are, and how you made it happen. You also need to demonstrate the ability to move metrics and reach your KPI goals
Responsibilities
  • Grow and build the teams of over 1300+ Wisers located in Tallinn, Budapest, Singapore, Tampa, and Austin. Our team cover topics such as help content creation, self-serve support, channels offered, support tooling, workflow management, related ops and compliance processes, operational reporting, AI automation and the product quality feedback loop
  • Lead the strategic development of globally scalable model, whilst partnering with other operational, functions and product teams to align the product approach including building readiness for new emerging products, with considerations of expansion and localisation strategy, talent planning, hiring capacity, outsourcing opportunities, and cost modelling
  • Improve meaningful metrics including contact rates, case resolution time, % first time resolution, % automated, cSAT and our Customer Support cost per transfer
  • Motivate teams by developing and constantly sharing a compelling vision for the product, driven by customer insight and data
Wise

1,001-5,000 employees

International finance transfer service
Company Overview
Wise’s mission is to create a world with money without borders – moving it instantly, transparently, conveniently, and eventually for free. The company is committed to empowering money for people and businesses through their app and website that utilizes a complex engine of currencies and routes that is being designed and built by their teams across cities around the world.
Benefits
  • PTO & annual leave
  • Work from home flexibility
  • Parental leave
  • Medical insurance plans
  • Health & wellbeing discounts
  • Pension & retirement plans
  • Social events
  • Relocation support
Company Core Values
  • This isn't just a job, we're a revolution
  • We get it done
  • Customers > team > ego
  • No drama. Good Karma.