Business Customer Support Team Lead

About the role

Wise is looking for a Business Customer Support Team Lead to drive excellence in its customer support function. You will lead a high‑performing team, ensuring that every interaction reflects Wise’s commitment to simplicity, speed, and low‑cost money transfers.

Key responsibilities

• Provide day‑to‑day leadership to the Customer Support team, fostering engagement, motivation, and professional growth.
• Establish and maintain Quality Assurance and Quality Control processes to guarantee exceptional service.
• Coordinate with product, operations, and other departments to align support activities with customer objectives.
• Monitor ticket flow, implement escalation procedures, and develop action plans for problematic areas.
• Conduct regular communication audits, deliver targeted training, and ensure high product knowledge across the team.
• Define, track, and report customer satisfaction metrics and continuously improve service standards.

Required profile

• Proven leadership experience in a customer‑facing environment, preferably within a fast‑growing tech or financial services company.
• Strong analytical mindset with the ability to translate customer feedback into actionable improvements.
• Excellent communication skills and a customer‑first attitude.
• Ability to motivate teams, manage performance, and drive continuous learning.

Required skills

What we offer

• Opportunity to shape the support function of a global fintech leader.
• Collaborative, mission‑driven culture focused on innovation and impact.
• Competitive compensation and benefits package.