Customer Support Team Lead

About the role

Wise is seeking a Customer Support Team Lead to drive excellence in our global support operation. You will lead a high‑performing team, ensure top‑quality service for our customers, and act as a bridge between support and product teams.

Key responsibilities

• Provide day‑to‑day leadership and motivation for the Customer Support team.
• Establish and maintain Quality Assurance and Quality Control processes.
• Ensure high product knowledge across the team to resolve issues efficiently.
• Monitor and assign support tickets, implement escalation procedures, and track SLA compliance.
• Conduct regular audits of communications and deliver targeted training.
• Develop and maintain customer satisfaction metrics and reporting.
• Liaise with other departments to align on customer objectives and product updates.
• Define and enforce policies that guarantee high‑quality service delivery.

Required profile

• Proven leadership experience in a customer support or call‑center environment.
• Strong ability to engage, motivate, and develop team members.
• Excellent communication skills with a customer‑first mindset.
• Analytical mindset to interpret metrics and drive continuous improvement.
• Ability to work cross‑functionally and influence product teams.

Required skills

What we offer

• Opportunity to shape the support function of a fast‑growing fintech.
• Collaborative, mission‑driven culture focused on making money transfers easier.
• Access to professional development and growth pathways.